Customer Support Specialist

Job DetailsJob Location: Grand Rapids, MI 49503Position Type: Full TimeThe Customer Support Specialist is responsible for providing high-quality administrative and operational support to the Sales team by managing order status inquiries, processing customer service requests, coordinating information between departments and maintaining accuracy in system data. This role focuses on delivering excellent customer service, ensuring smooth order flow, and performing other sales operation duties as needed.   Principal Duties and Responsibilities: Build long-term, trusting relationships with customers by managing and supporting accounts with the customer’s first focus. Serve as primary contact for customers regarding order status, product availability, delivery timelines and general support inquiries Coordinate with cross-functional teams as needed, for timely resolution of logistical, operational, and sales related issues Escalate complex situations to Sales Ops Manager when appropriate Uses analytical and critical thinking skills and independent judgment to make decisions in the best interest of our customers and the business. Responsible for making decisions on behalf of the Company with respect to customer projects and for all aspects of customer projects through completion. Owns and operates the “Customer Card” in the ERP system, developing, implementing, and updating the contact information. Manages customer programs and portals, including customer portals, product pricing, and fixtures. Maintains a thorough understanding of each brand’s product offering and leverages their knowledge to proactively promote products to their customers, with the goal of maximizing customers’ value, upselling, and increasing sales (inside sales). Uses knowledge of customer’s priorities to analyze customer patterns and adjust internal processes to create efficiencies between the customer and sales team. Collaborates with the marketing team on behalf of the sales force for various projects. Support process improvements by identifying inefficiencies and suggesting enhancements that reduce friction for customers and Sales team Manage new customer onboarding, including set up in all systems and execution of customer agreements. Must use own judgment to select and execute the proper type of agreement for each customer, including agreements with special terms for commissions, seasonal agreements, and fixture agreements. Serves as the main point of contact for the Wholesale website and any online web registration, including the approval management for account activation and logins.  Assist in managing timelines for product releases, seasonal resets, and merchandising shipments Performs other duties as assigned.   Convivial Brands Expectations of all Employees: Adheres to all Convivial Brands Policies and Procedures. Always conducts self in a manner consistent with Convivial Brands’ Core Values. Maintains a positive and respectful attitude with all contacts. Consistently reports to work on time and prepared to perform the duties of the position. Meets productivity standards and performs duties as workload necessitates. Maintains the privacy of all company proprietary information. Treat visitors, vendors, customers, and team members with respect and dignity. Able to safely perform the essential functions of the job with or without reasonable accommodation. Must maintain the minimum required score on the GWC rating scale. QualificationsEducation, Training, and Experience: Associate’s degree in Business, Customer Service, Sales, or other related field; or equivalent work experience 2-3+ years of experience in Customer Support, Order Management, Sales Support, or similar operational role 2 – 3+ years working in Customer Portals and Internal ERP systems strongly desired. Ability to influence, coach, and mentor team members – without having direct management responsibilities. Has a customer-centric mindset, focusing on removing friction in external sales and optimizing internal sales.   Specific skills, knowledge, and abilities: Must be a proactive analytical person, capable of resolving issues independently within guidelines  Strong organizational skills, with an ability to handle multiple priorities and maintain attention to detail Ability to work with large amounts of SKU and Customer Data The ability to keep confidence and be a corporate example of professionalism and confidentiality. Ability to be influential and to effectively and quickly build relationships that establish trust, respect, competence, and confidence. Strong interpersonal, presentation, verbal/written communication, and listening skills. Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint. Strong Microsoft Excel and some Pivot Table building experience.