Customer Support Specialist - Continuous Learning Opportunities

Customer Support Specialist

Kinetics Noise Control, Inc. (“Kinetics”) has extensive experience designing and manufacturing innovative products to control noise and vibration. Established in 1958 as industrial consultants focused on controlling sound and vibration, Kinetics now produces the industry’s largest selection of innovative products and solutions to control airborne noise, isolate structure-borne vibration, enhance room acoustics, create quiet spaces, and restrain non-structural building systems.

A successful candidate is self-motivated, dependable, well-organized, and adaptable with strong written and verbal communication skills and the ability to balance multiple projects. A “can-do” attitude is required, and the individual must thrive in a fast-paced, energetic work environment. Applicants must be comfortable and confident on the phone while able to think quickly under pressure.

What You Need to Succeed

• Respond to and receive in bound sales calls and emails from a variety of various customers including outside Sales Reps, retailers/resellers, and individual consumers.
• Communicate proactively with customers and sales reps on requirements, order status, forecast, lead­time, expedite requests, open complaints, etc to ensure customer satisfaction.
• Manage a variety of accurate data entry of customer new order requests and Engineering releases including product part #, descriptions, tag lines, proper shipping information and other various notes which ensure the customer's positive experience.
• Manage carrier assignments based on customers' requests or company prepaid carrier routing guide
• Process OEM account orders received and update order status thru the customer's web portals as required.
• Backlog purchase orders for non-standard products. Create job folder and add related documents to shared drive and notify various engineering departments, as required.
• Facilitate actions between multiple departments to meet customer specific needs including order modifications and cancellations.
• Ensure customer order acknowledgements are sent electronically and timely once a scheduled ship date is assigned.
• Ensure late shipment notifications are e-mailed to customer. Forward revised order acknowledgements to the purchaser once the order is rescheduled.
• Initiate sending credit card invoice link to customers when needed. Follow-up on customer payment via credit card software before releasing order to production. Forward payment receipt to accounting.
• Prepare return authorizations when required for customers for standard products after receiving manufacturing and management approval.
• Monitor taxable accounts to ensure orders are processed at current tax rates. Notify accounting designee of any new tax rates to be set-up in operating system.
• Update and notify accounting designee of changes in customer account maintenance.
• Assist with inventory management.
• Provide small package and L TL freight (ground, air & ocean) quotes & delivery standards per customer requests. Work with Logistics Manager on quotes requiring special equipment or deliveries. Back-up duties of Logistics Manager, when needed.
• Assist customers with address changes for orders in transit. Trace lost or received short shipments. Work with Logistics Manager to recover the missing material and file freight claims, as required.
• Ensure open orders and shipped orders are filed properly.
• Contribute to team effort by accomplishing related tasks as needed.

What You Need to Succeed

• The successful candidate must have a proven track record of providing successful customer service experience, and ideally have 3+ years in a manufacturer's customer service or related role.
• Must demonstrate a highly efficient ability to multitask, be extremely detail oriented and able to execute tasks and projects in an independent fashion without immediate supervision.
• Bachelor's degree from an accredited university preferred or equivalent combination of education and experience.
• Experience in using Infor ERP Visual is a plus. Must be proficient in Microsoft Office products and comfortable with database entry as well as providing instructions to others as needed.
• Able to effectively communicate verbally and/or in writing as to work requirements, work in progress, and discrepancy issues. Interacts verbally and in writing with customers, employees, members of management, and others as necessary. Telephone and personal contacts necessary. Must demonstrate tact, diplomacy, professionalism, and positive demeanor in performance of duties.
• Able to use math to add, subtract, multiply or divide and may work with fractions, decimals, or percentages.
• Able to follow instructions and/or directions requiring normal to extended periods of concentration. Requires ability to follow a course/sequence of action within specified procedures and to logically think through error issues to resolve or contact appropriate source. Must maintain normal mental alertness to assure accurate order entry. Must be able to organize work to ensure attention to detail and follow through.

Kinetics offers a friendly and professional working environment that supports career and personal development that includes a competitive compensation package and comprehensive training programs.

Kinetics is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identify or protected veteran status.