Job Description

The Customer Support Specialist is the main point of contact for our customer base through the various channels of sales. This will include, but is not limited to, our Distribution Partners, Customers, Amazon, 80/20.net, Direct, etc. This individual will handle inquiries via all communication channels including but not limited to Chat, Email, Phone. They are responsible for providing a World Class Customer Experience full circle each day to our distribution partners and customers and provide accurate information regarding our product and services to our broad customer base. The Customer Support Specialist is responsible for customer satisfaction regarding the experience the customer had. It is expected that this person will stay up to date on all trainings provided in order to be able to perform their job functions successfully. The Customer Support Specialist will need to flex their schedule when necessary to serve our customers. The Customer Support Specialist is responsible for knowing the 80/20 business model and utilizing it throughout daily conversation and learn to speak to our company mission and vision along with sharing the things that create the 80/20 culture. Duties include, but are not limited to:

• Provide a full circle World Class Customer Service Experience to our Customers and 80/20 team
• Responsible for logging all required information determined listed out in our department procedures into our Software applications
• Participate in Wiginars
• Manage large volume of emails; sort and file away according to procedure
• Effectively and professionally, communicate to customers through all communication channels.
• Coordinate all change orders related to Customer Orders
• Promptly qualify and respond to all Customer and 80/20 Team inquiries
• Assist customers with basic product quotes and applications
• Provide Freight Quotes
• Track Purchase Orders proactively and communicate progress to relevant parties
• Track Shipping Information and provide updates to Customers and 80/20 team
• Follow up on various projects and quotes in a timely manner
• Engage customers in natural communications aimed at enhancing their 80/20 experience
• v Make customer sales calls with Sales Team
• v Participate in continuous 80/20 LLC product training
• v Be able to cross-reference competitively [Price and Availability]
• v Assist in other areas as needed

Required Qualifications:

• High School Diploma or GED.
• Previous customer service experience (retail, service industry, call center, etc.)
• Knowledge with online chat programs and working with freight lines.
• Can speak, read, and write in English. Second language fluency is welcomed.

• Experience with Windows Based Office Software (Excel, Word, PowerPoint, etc.)
• Strong math skills (add, subtract, multiply, and divide) along with knowledge of fractional and metric measuring methods.
• Can read and follow Work Instructions and Procedures.
• Interacts professionally with customers, distributors and 80/20 team while, showing patience with those who are new to 80/20’s products and services.
• Demonstrates a positive attitude and works well in a fast-paced team environment while interacting with people
• Is self-assured and has the desire to succeed by taking initiative and following through on projects and tasks.
• Possesses exceptional listening and communication skills
• Has the mindset to be an effective problem solver.
• Has the knack to promote and sell 80/20 Inc. products

Preferred Qualifications:

• College degree in communications or similar field
• 2+ years of customer service experience (retail, service industry, call center, etc.)
• 1+ years of experience with 80/20 products

This person must be a team player as they will be working closely with the Sales Department and other areas of the company to best assist our customers. This person should be self-motivated and willing to help himself or herself learn more in-depth details about our products and offerings.