Customer Support Specialist

About the role

The Customer Support Specialist provides day‑to‑day assistance to customers, handling inquiries, order modifications, returns and shipping issues. The role bridges customers with internal teams such as logistics, sales and suppliers to ensure timely resolutions and a positive experience.

Key responsibilities

• Respond to inbound customer communications (calls, emails) regarding order status, returns, pricing and service challenges.
• Coordinate with logistics, sales and other departments to resolve issues, release orders, manage EDI blocks and process documentation requests.
• Maintain accurate records of interactions, follow‑up actions and performance metrics.
• Own the customer request from initiation through completion, including order placement, delivery tracking and invoicing.
• Identify opportunities for process improvement and provide recommendations.
• Support new associates, act as backup for the Team Leader and handle escalations when needed.

Required profile

• Strong judgment and problem‑solving ability in dynamic situations.
• Excellent communication skills with customers and internal teams.
• Ability to work independently while meeting schedule adherence, productivity and quality standards.

Required skills

• Proficiency with order management and EDI systems.
• Experience handling multiple complex software tools simultaneously.