****TRAINING IN DUBUQUE, IOWA may be required. No more than one week.
Job Title: Customer Support Specialist 1
Department: Customer Service
FLSA Status: Non-Exempt
The Customer Support Specialist 1 plays a vital role in assisting customers and field sales representatives with placing orders, providing product information, pricing, and delivery updates. Communication is handled via phone, email, and fax. This position specifically supports water pumps and pump-related products, requiring a strong understanding of the product line to effectively address customer needs and inquiries.
KEY RESPONSIBILITIES
Respond to incoming phone calls and emails from customers and field sales representatives.
Enter new orders and expedite existing orders to meet customer expectations.
Provide accurate and timely information on product availability, pricing, freight policies, quantity discounts, and warranty details.
Offer technical product guidance to help customers choose the best solution for their application.
Coordinate with other departments to resolve customer concerns such as billing issues, shipping errors, lost orders, misordered items, defective products, and return requests.
Assist in gathering information for special pricing requests, including cross-referencing competitor part numbers to Baker part numbers.
Participate in the quotation process by preparing both written and verbal quotes for customers.
Process orders received via phone, fax, email, and EDI.
Handle return goods, including creating documentation and determining final credit disposition.
Support Product Managers with daily tasks and special projects.
Maintain accurate records in the CRM system, including logging key interactions and updating customer information as needed.
Other duties may be assigned as needed.
QUALIFICATIONS
Education & Experience
Associate's degree (A.A.) or equivalent from a two-year college or technical school
OR six months to one year of relevant experience/training
OR an equivalent combination of education and experience
Communication Skills
Strong ability to write reports and business correspondence
Confident in presenting information and responding to inquiries from managers, clients, and customers
Math Skills
Comfortable with calculations involving discounts, interest, commissions, percentages, area, and volume
Basic understanding of algebra and geometry
Analytical & Problem-Solving Skills
Able to interpret and carry out instructions in written, oral, or diagram form
Skilled at resolving issues involving multiple variables in standardized situations
PHYSICAL REQUIREMENTS
Regularly required to sit, use hands/fingers to operate a computer, mouse, or phone
Occasionally required to reach with hands and arms
Vision requirements include close vision for computer and paperwork tasks
WORK ENVIRONMENT
Professional office setting with a moderate noise level
Reasonable accommodations can be made for individuals with disabilities
Compensation details: 20-21 Hourly Wage
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