Job Description

Location: Charlotte, NC

Reports to: Vice President Procurement

Summary:

The Customer Support Staff 2 (CSS2) position will be responsible for providing exceptional customer service by addressing and resolving basic customer inquiries and issues. As a CSS2, you will be responsible for managing more complex customer inquiries and issues that cannot be resolved by Level 1 support. You will leverage your advanced knowledge and problem-solving skills to address intricate problems, provide detailed solutions, and ensure a high level of customer satisfaction. This role involves collaborating with other departments and providing mentorship to Level 1 staff. You will interact with customers through various channels and ensure their needs are met in a professional and efficient manner.

A CSS2 will have a better understanding of customer base and CSI’s products, can troubleshoot easy to medium requests, maintain professionalism when customer is frustrated, knows when to escalate complex issues to more experienced CSI representatives.

Responsibilities:

• Respond to customer inquiries via phone, email, chat, or other communication channels.
• Handle escalated customer issues and inquiries that require a deeper level of expertise.
• Provide thorough and accurate responses to complex questions regarding products, services, or technical issues.
• Ensure that customer issues are resolved to their satisfaction and follow up as necessary.
• Work closely with production and warehouse teams giving guidance and prioritization to meet customers’ requirements.
• Work with procurement and logistics departments to ensure communication of the most up-to-date information to our customers.
• Assist in training and mentoring Level 1 staff, providing guidance and support as they handle routine customer interactions.
• Act as the voice of the customer internally.
• Excellent verbal and written communication skills, with the ability to handle complex interactions professionally.

Required Skills:

• Degree preferred in marketing, supply chain, or international business.
• Previous experience in customer service or a related field is advantageous.
• Strong organization, prioritization, and problem-solving skills.
• Ability to work well in a fast-paced, collaborative environment.
• Strong understanding of Microsoft Office programs.
• Excellent analytical, communication, and presentation skills.
• Excellent verbal and written communication skills, with the ability to handle complex interactions professionally
• Positive attitude and must work well in a team environment.
• Ability to interface with all levels of any organization, especially with our customers.
• Ability to multitask and manage time effectively.

Benefits:

• Competitive salary and performance-based incentives.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Opportunities for career growth and professional development

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