Customer Support Specialist

The⠀Customer⠀Support⠀Specialist⠀provides a⠀positive⠀brand⠀experience⠀for⠀existing⠀and⠀potential⠀customers⠀as a key⠀liaison⠀between⠀Shorr and⠀our valued⠀customers.⠀Through⠀close⠀collaboration⠀with a⠀variety of⠀internal⠀and⠀external⠀stakeholders,⠀this⠀individual⠀ensures⠀that our⠀business⠀and sales⠀strategies⠀are⠀executed⠀through⠀daily⠀interactions⠀with our⠀customers.⠀The⠀Customer⠀Support⠀Specialist⠀is⠀critical⠀to⠀Shorr’s⠀success as⠀they are a⠀front-line⠀resource⠀for our⠀customers⠀and can⠀greatly⠀impact⠀customer⠀experience,⠀retention,⠀and⠀loyalty.

RESPONSIBILITIES

Customer & Sales Support:

• Handle⠀customer⠀inquiries⠀on⠀product,⠀price, and⠀lead-time⠀with a⠀drive for⠀first⠀contact⠀resolution.
• Research⠀new items⠀and⠀product⠀substitutions⠀to ensure⠀smooth⠀customer⠀experience.
• Build⠀credibility⠀and trust⠀with⠀assigned⠀customers⠀while⠀influencing⠀buying⠀decisions⠀and⠀customer-focused⠀solutions
• Manage⠀customer⠀cases in⠀Sxe and⠀CRM⠀systems⠀ensuring⠀timely⠀resolution
• Liaise⠀with sales⠀and⠀operations⠀to support⠀new⠀customer⠀onboarding⠀process⠀from⠀account⠀creation⠀to⠀post-delivery⠀ensuring⠀high⠀customer⠀satisfaction.
• Create⠀and⠀maintain⠀customer⠀profiles⠀and⠀account⠀notes in⠀Sxe and⠀CRM
• Monitor⠀customer-owned⠀and⠀slow-moving⠀inventory⠀levels in⠀coordination⠀with sales⠀to ensure⠀billing⠀and⠀shipment⠀is on⠀track.
• Work⠀with sales⠀and⠀customer⠀to upsell,⠀cross-sell,⠀and move⠀E&O⠀inventory.
• Problem⠀Resolution:
• Investigate⠀and⠀resolve⠀customer⠀complaints⠀while⠀capturing⠀details in⠀Shorr’s⠀CRM⠀system.
• Process⠀invoice⠀corrections,⠀product⠀replacements,⠀and⠀returns in⠀SXe system⠀while⠀ensuring⠀customer⠀satisfaction.
• Investigate⠀customer⠀inquiries⠀and⠀provide⠀solutions⠀in a⠀timely⠀manner.
• Monitor⠀internal⠀reports to⠀ensure⠀customer⠀deliverables⠀are⠀met.
• Price⠀Management⠀& Quote⠀Support:
• Set⠀up and⠀maintain⠀price⠀records at⠀the⠀direction⠀of sales⠀team.
• Monitor⠀product⠀margin⠀fluctuations⠀and alert⠀sales team⠀to⠀fluctuations.
• Process⠀quotes in⠀SQM when⠀support is⠀needed⠀from⠀Account⠀Executive.
• Other⠀duties as⠀assigned

This⠀position's⠀hourly⠀rate is⠀targeted⠀between⠀$25 -⠀$29/hour,⠀depending⠀on⠀experience.

QUALIFICATIONS

• Passion⠀for being⠀a Shorr⠀brand⠀ambassador⠀and⠀delivering⠀an⠀excellent⠀customer⠀experience⠀or⠀demonstrated⠀ability⠀having⠀done so in⠀another⠀B2B⠀customer⠀support⠀environment.
• Demonstrated⠀customer-focused⠀problem⠀solver⠀with⠀strong⠀desire for⠀accountability.
• Excellent⠀communication⠀(verbal⠀and⠀written)⠀skills⠀with⠀ability to⠀handle⠀conflict⠀resolution.
• Demonstrated⠀ability to⠀be⠀adaptable⠀and thrive⠀in a⠀fast-paced⠀environment⠀with⠀constant⠀change.
• Ability⠀to⠀collaborate⠀cross-functionally⠀by⠀communicating⠀critical⠀details to⠀enhance⠀customer⠀experience.
• Strong⠀time-management⠀with⠀ability to⠀effectively⠀prioritize⠀multiple⠀requests⠀and⠀pressures.
• Proven⠀ability to⠀deliver⠀measurable⠀results.
• Knowledge⠀of ERP,⠀CRM, and⠀ecommerce⠀platforms.
• Prior⠀experience⠀using MS⠀Outlook,⠀Word, and⠀Excel.