Job Description

Job Details
Job Title:	Customer Solutions Specialist
Job Code:	CSS
Department:	Customer Service
Location:	Duluth, GA
Reports To:	eEcommerce Customer Experience Manager
FLSA Classification:	Non - Exempt
EEOC Classification:	Administrative Support Workers
Salary Grade:
Supervisory Responsibilities:	Yes No

Job Summary

The primary responsibility of the Customer Solutions Specialist is to provide exceptional service and support to customers through the effective resolution of inquiries, order-related issues, technical product questions, and service requests. This position serves as a key liaison between customers and internal departments including Sales, Warehouse Operations, Purchasing, Product Management, Master Data Management, Accounting, Information Technology, and Shipping to ensure accurate and timely resolution of customer needs. The Customer Solutions Specialist supports order management activities, product application inquiries, warranty and return processes, customer communications, and account management responsibilities while promoting a positive customer experience and maintaining strong customer relationships.

Essential Duties

Responds to customer inquiries received through phone, email, customer portals, and other communication channels.
Resolves customer concerns, order discrepancies, and service issues within established service-level expectations.
Assists customers with product information, product applications, and basic technical support inquiries.
Serves as a primary point of contact for order status, inventory availability, pricing, shipping, warranty, and return-related questions.
Reviews and resolves purchase order discrepancies while ensuring accurate order processing and fulfillment timelines.
Provides customers with accurate lead times, product availability information, and shipment status updates.
Tracks shipments and assists customers with delivery inquiries, lost freight claims, and damaged shipment issues.
Initiates return authorizations, warranty claims, and credit requests in accordance with company procedures.
Collaborates with Sales representatives and internal business partners to deliver exceptional customer service and account support.
Maintains accurate customer records and performs administrative activities including data entry, documentation, and electronic filing.
Promotes key products and solutions that support company sales objectives and customer needs.
Participates in departmental meetings and continuous improvement initiatives.
Maintains current knowledge of company products, applications, industry trends, and customer requirements.
Provides support for territory performance reporting, customer performance reviews, and pricing research as assigned.
Coordinates with Purchasing, Warehouse Operations, Product Management, Information Technology, Accounting, and Shipping to resolve customer concerns and operational issues.
Performs other duties as assigned.

Qualifications, Skills, Abilities and Educational Requirements

Required

High School Diploma/GED
5 – 7 years of experience in inside sales or call center
Proficiency utilizing computer systems such as Microsoft Office Suite
Strong analytical skills with the ability to resolve customer related issues with limited supervision
Experience working in a fast paced and high-volume work environment
Ability to multi-task and manage priorities in an efficient manner based on urgency, management, and customer requests
Proactive “self-starter” with a strong attention to detail and organizational skills
Exceptional communication skills, both verbal and written, enabling effective interaction with employees on all levels as well as customers

Preferred

Bachelor’s degree in Business Administration or related field, or equivalent work experience
JD Edwards experience
Sage 100 and/or NetSuite experience
OroCommerce experience
Third – party retail experience
Demonstrated skills in international customer service and shipping
Bilingual in Spanish

Key Competencies

Inter-Relationships

Consistent interaction with all levels of corporate employees and field employees, especially warehouse, shipping, and outside sales team. Consistent interaction with customers. May interact with Purchasing, MDM, PLM, Accounting, and Information Technology departments.

Working Conditions and Physical Demands

Work Environment

This position works in a professional office setting. Requires the use of office equipment including computers, phones, and printers. Occasional overtime may be required.

Physical Demands

Demand:	Frequency
Hear	Frequent
See	Frequent
Repetitive Motions	Frequent
Sit	Frequent
Talk	Frequent
Type	Frequent
Stand	Occasional
Bend	Occasional
Stoop	Occasional
Reach	Occasional
Walk	Occasional

Physical Work

	Percentage
Medium– 10 – 25 lbs	10 - 25%

Travel Required

Yes, 0 – 10%

Additional Information

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel.

Job duties outlined in this job description are considered “Essential Functions” and have been formulated in accordance with the guidelines established by the Equal Employment Opportunity Commission (EEOC). The provisions of the American with Disabilities Act (1990) stipulate that employees must be capable of performing the “Essential Functions” of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the “Essential Functions”.

DiversiTech is an Equal Opportunity Employer.

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