Customer Support Specialist

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

Position Summary:
The Customer Support Specialist works with internal and external customers to efficiently and effectively provide support for orders, logistics coordination, and special projects.

Essential Functions:

• Manage the day-to-day customer relationship for assigned accounts ensuring the highest possible customer satisfaction

• Provide order status updates and product information; answer any questions regarding account status or product features

• Process customer orders received via email, EDI, customer portals, or our brands’ retail websites

• Coordinate logistics requests and activities including freight quotes and shipment tracking

• Resolve complaints with positive outcomes utilizing creative thinking and problem resolution while maintaining exceptional customer service interactions

• Respond to internal and external requests for information and resolve issues regarding orders, cancellations, shipping charges, delivery arrangements, methods of payments, returns, etc.

• Escalate and inform Operations, Product Development, and Sales of any reported field issues; facilitate quick resolution for reported issues

• Act as a liaison between internal and external customers

• Work with internal cross-functional team to troubleshoot and continually improve ERP system and processes

• Review/update department best practices, customer specific notes, and standard operating procedures

Position Qualifications:

• Communication

  • Excellent written and verbal communication

• Positive Approach

  • Demonstrate a positive attitude in the face of difficult or challenging situations

  • Problem solve; seek and present win-win, realistic solutions

• Trustworthiness and professionalism

  • Honest, honorable, reliable, and dependable

Skills and Abilities:

• Education – Associate’s or Bachelor’s Degree preferred

• Experience – 3+ years of related experience; Business to Business Customer Service experience required

  • Desire and passion for delivering above and beyond customer care to all internal and external customers

  • Demonstrated exceptional organizational skills and attention to detail

  • Skilled at multi-tasking and prioritizing workload within specified timelines

  • Strong work ethic and integrity; team player

  • Self-motivated to work independently

  • Excels in a fast-paced environment and effectively manages multiple priorities

• Computer Skills – Proficient computer skills required

  • MS Word, Excel, Outlook

  • ERP systems experience required

Work Environment:

Work is performed in a hybrid environment with 3 days in-office a week, and the remainder of the week remote. Hours of work will generally be during regular business hours (8AM-5PM) with at least 40 hours a week. At times there will be some variation in work hours due to special projects, deadlines, and other concerns. Occasional travel may be required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All Employees:

• Follow established policies and procedures and associated documents

• Participate in quality assurance and business improvement activities, including training and improvement projects as defined by the organization

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], and please be sure to include the title and the location of the position for which you are applying.