Customer Service Specialist

Customer Service Specialist I

This document outlines a high-level role that integrates responsibilities and qualifications from both customer service and inside sales operations. The unified position is designed for experienced professionals who excel in customer engagement, sales strategy, and operational execution.

The Customer Service Specialist combines frontline customer service expertise with strategic inside sales operations. The individual will serve as a key liaison between customers and the organization, ensuring seamless communication, effective issue resolution, and proactive sales engagement. This position demands a high level of professionalism, adaptability, and a result-driven mindset.

Key Responsibilities:

• Serve as the primary contact for customer interactions via phone, and email.
• Resolve customer inquiries and complaints efficiently, ensuring high satisfaction and loyalty.
• Identify opportunities by understanding customer needs and promoting suitable solutions. Understanding the customers forecast with alignment with the account manager.
• Collaborate with field sales and internal departments to coordinate strategies and ensure seamless order fulfillment.
• Manage order processing, quotations, and contract administration with accuracy.
• Provide expert guidance on product features, pricing, and availability.
• Deliver onboarding support and training to new customers.
• Monitor and report via KPI metrics, and customer feedback.
• Maintain detailed records of customer interactions and transactions.
• Support transactional tasks related to order-to-cash flow and RMA processes.
• Ensure responses follow approved company guidelines and consumer laws.
• Contribute to team KPIs and continuous improvement initiatives.

Qualifications:

Bachelor's degree in business administration, Marketing, Communications, or related field (preferred).

3+ years of experience in customer care, inside sales, or sales operations.

Strong verbal and written communication skills.

Proficiency with CRM systems such as Salesforce and SAP.

Ability to manage multiple priorities and meet deadlines independently.

Excellent problem-solving skills and attention to detail.

Strong organizational and time management abilities

Key Competencies:

Customer Focus: Understands and addresses customer needs effectively.

Communication: Clear articulation and active listening.

Analytical Thinking: Uses data to inform decisions.

Teamwork: Collaborates across departments.

Accountability: Takes ownership of outcomes.

Patience and Positive Attitude: Maintains professionalism under pressure.

Goal-Oriented: Focused on achieving performance targets.

Candidates must have a problem-solving mindset.

Work Environment & Expectation:

This role is a hybrid role with a minimum of three days onsite in Hampton, Virginia, with standard business hours 8-5 EST. Occasional extended days onsite may be required. The position involves close collaboration with sales, marketing, logistics, finance, and technical teams. High levels of integrity and professionalism are expected.

This position requires access to information which is subject to stringent controls under the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR). Applicants must be a U.S. citizen or national, U.S. lawful permanent resident, person granted asylee status in the U.S., or person admitted into the U.S. as a refugee.