Customer Service Specialist - Madison, WI


The Customer Service Specialist will serve as an expert in Customer Service by providing inbound customer service via phone, email and chat. In addition, the Specialist will act as a liaison between the Customer Service and other business contacts, handle escalated calls, schedule and conduct final customer follow-up to ensure complete satisfaction experience. The Specialist may also serve as a product specialist, training mentor, home agent (when needed), or unmanaged agency specialist.

Essential Functions and Responsibilities includes the information below

  • Provide outstanding customer service via phone, email, and chat.

  • Assess customer needs and provide requested information to customer in an effective verbal and written format

  • Provide all available products and pricing to the customer so they can make an informed purchasing decision

  • Efficiently and accurately record all order/purchase order information including price, discounts, ship-to address, and ship via, item numbers, quantity and any notes related to the order or customer.

  • Provide positive and quality customer service through one-call resolution.

  • Recommend products or services in an effort to exceed customer expectations and to promote add-on sales.Work with direct marketing team to understand current web promotions and specials sales outlined in current catalogs as well to be able to upsell and push promotions.

  • Provide assistance with orders.

  • Proactively follow-up with customers as needed to advise on shipment delays and/or to gain information necessary to process the order.

  • Initiates orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.)

  • Arrange for special handling of orders and deliveries with internal departments to include merchandising, uniform services or distribution to insure uniforms and other products are expedited to meet customer’s requirements.

  • Utilize decision making and trouble-shooting skills to resolve customer concerns (i.e. freight costs, warranty guidelines, pricing, return orders, shipment delays and product concerns)

  • Review and release orders within various order entry system holds

  • Coordinate between Customer Service and other business contacts to ensure timely responses to customer inquires

  • Schedule and conduct final customer follow-up to confirm completion and satisfaction with customer

  • Efficiently maintain ID verification process for restricted items

  • Handled escalated calls to provide issue resolution

  • Respond to social media and voice of the customer survey contacts

Additional Responsibilities:

Training Mentor – Support new hires during transition from training to floor ready

  • Provide verbal and written assessment of new hire capabilities

  • Identify additional training needs

Product Specialist – Support product inquiries

  • Provide advance and technical product specifications

  • Act as point of contact for QR issues for Customer Service

  • Support product FAQs and training needs

Home Agent – Support calls and CS tasks remotely

Unmanaged Agency Specialist – Bid/Quote specialist, B2B

  • Act as point of contact for win/losses of Bid and Quote requests

  • Facilitate the set-up of B2B websites, as requested

Qualifications (Experience/Knowledge/Systems/Applications or Equipment):

Extensive knowledge of product categories and of all customer service procedures to include order entry, complaint handling, decision making, problem solving, inventory availability, service issues and accounts receivable.

  • Ability to handle multiple chat sessions at one time.

  • Ability to coordinate multi resources internally and externally to resolve customer inquiries

  • Excellent time management and follow up skills with customers for resolution and satisfaction

  • Ability to research and interpret product specifications, including technical and installation instructions.

  • Knowledgeable in Agency Bid/Quote process and establishing agency custom websites.

  • Service mentality, self- disciplined professional, and the ability to work in a team environment.

  • Ability to work with all company software used to manage and maintain customers. Proficient with the Internet, Word, Excel, Outlook and PowerPoint.

  • Schedule flexibility to include day, nights, weekends and overtime.

  • Strong verbal and written communication skills

  • Strong attention to detail, accuracy and efficiency are a must

  • Knowledge of identification verification process

  • Advance knowledge of order entry and organizational procedures

  • Ability to remotely log into company systems (quiet and clean work environment) as business needs dictate.

  • Demonstrate ability to balance service and efficiency expectations, maintain or exceed satisfactory key performance indicators (KPI’s)

  • Must demonstrate excellent reliability and be viewed as a role model with regard to attendance.

Educational and/or Training Requirements:

  • 2-3 years in a customer relations role, call center environment preferred

Salary - 35K to 45K


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