Description
The Customer Service Specialist II serves as a proactive advocate for our customers, ensuring their needs are addressed with accuracy, urgency, and care. In addition to managing daily activities and issue resolution, this role is entrusted with mentoring newer team members, identifying service enhancement opportunities, and influencing process improvements across departments. The Specialist builds strategic customer relationships through skilled communication, operational insight, and deep product knowledge—delivering service that fosters loyalty and long-term partnership.
Summary of Essential Job Functions
- Work cross-functionally to ensure timely, accurate handling of orders, special customer requirements, and complex service needs.
- Serve as a subject matter expert (SME) for customer accounts and systems, supporting escalations and coaching peers on best practices.
- Liaise with customers via phone, email, and web platforms to manage account activity, resolve issues, and provide guidance.
- Create, maintain, and audit order documentation and customer instructions to support internal operations teams.
- Lead or participate in process improvement initiatives, offering feedback and solutions that benefit both customers and internal teams.
- Collaborate with Operations, Logistics, and Sales to coordinate the flow of information and ensure seamless execution.
- Monitor key account metrics, identify patterns or concerns, and proactively alert management.
- Support customer onboarding, including setup of account details, system preferences, and service expectations.
- Demonstrate professionalism and composure in handling challenging situations or high-value customer concerns.
- Complete incident and nonconformance reports with root cause input and clear follow-up actions.
- Promote a culture of service excellence, continuous learning, and compliance with Responsible Care goals.
- Serve as back-up to the Customer Service Team Lead when required.
Requirements
Minimum Requirements
- Minimum 2–3 years of customer service, account management, or operations experience in a fast-paced environment.
- Proficient in Microsoft Office, with advanced Excel capabilities preferred.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent written and verbal communication; able to adapt style across customer audiences.
- Strong interpersonal skills with the ability to guide, influence, and support others.
- Self-motivated with the ability to manage workload independently and deliver on time.
- High school diploma required; associate or bachelor’s degree preferred.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills needed from personnel so classified. All personnel may have to perform duties outside of their normal responsibilities from time to time, as needed.
