Customer Service Specialist

Job Description

Customer Service Specialist

The Customer Service Specialist is a full-time role based at Frazier's corporate office in Long Valley, NJ. The role interacts with customers and prospects to provide information in response to inquiries about Frazier products and services. A primary responsibility of this role is to serve as the "customer advocate" and address issues and questions in a timely manner. He/she will work closely with internal departments, including sales, project management, and order processing. Urgency, organizational, and strong communication skills are requirements for success in this position. This role reports directly to the Vice President of Marketing and Customer Service.

Essential Job Functions:

• Communicate and collaborate with other departments as needed to expedite customer queries, issues, and needs.

• Maintains updated records and customer information using Salesforce CRM.

• Telephone contact with accounts that haven't been active to determine needs and assess overall activity.

• Fully responsible to support and assist any client or prospect problems to ensure complete customer satisfaction.

• Serves as the "customer advocate" for set number of customers

• Support and execute Service Focused Campaigns

• Reports on a pre-established rhythm overall customer health report, highlights risks and opportunities.

• Understands the flow of sales order and engages when necessary to ensure full end user satisfaction.

• Provides active support/service to the PM group to track job status or address queries, when the PM contact may be unable to respond in a timely basis.

• Supports overall Marketing and Customer Service group as required.

• Promotes and communicates Frazier activity, such as Trade Show participation, case studies and new innovations to customer and prospects.

Knowledge, Skills, and Abilities:

• Associate or Bachelor Degree in Business or related area

• 3-5 years experience in service, customer focused role

• Excellent communications, interpersonal, organizational, and time management skills

• Ability to multi-task and work across various teams

• Strong MS software knowledge, Word, Excel, PowerPoint

• Strong knowledge of Salesforce or CRM application

• Passion for human services -"Customer is always right."Company Description

Frazier Industrial Company is the largest manufacturer of racking systems, with its headquarters located in Long Valley, NJ.

FRAZIER’s blue and orange pallet rack is quickly recognized for its durability and custom engineered design. From standard pallet rack systems, to complex pick-to belt towers, AS/RS installations or Rack Supported Buildings, FRAZIER’s expert team of engineers help each customer design the best, most cost-effective Storage Solutions.

FRAZIER has become the leading producer of structural steel pallet rack systems with the highest production capacity in the industry.

With our network of 10 fabrication facilities, strategically located throughout North America, FRAZIER guarantees manufacturing flexibility while meeting tight construction deadlines.

We offer competitive pay and excellent benefits.

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