Customer Service Specialist

Job Number: 2007

External Description:

Role Overview

The Customer Service Specialist plays a pivotal role in delivering professional support while managing complex customer interactions and operational tasks. This position requires strong multitasking and problem-solving skills to ensure seamless order processing and high levels of customer satisfaction. In addition to daily operations, you will contribute to continuous improvement efforts and serve as a technical resource within the customer service team.

Core Responsibilities

• Inquiry Management: Resolve complex customer inquiries, order discrepancies, and service issues with accuracy and professionalism.
• Escalation Handling: Take ownership of escalated requests, ensuring timely solutions that align with company policies and values.
• System Operations: Process and review orders, quotations, and documentation across multiple sales channels using Oracle, SAP, and Salesforce.
• Cross-Functional Collaboration: Partner with Sales, Technical Service, Finance, and Distribution to resolve shipment and account-related issues.
• Team Support: Share knowledge and provide guidance on procedures to assist team members with challenging cases.
• Data Integrity: Monitor and maintain accurate customer account information within CRM and ERP systems.
• Compliance & Quality: Support adherence to internal standards, including ISO certifications and Sarbanes-Oxley (SOX) controls.

Position Requirements

Education & Core Experience

• Required: Minimum of 2–3 years of customer service experience.
• Education: High school diploma or equivalent required; Associate degree or higher is preferred.

Languages: Advanced proficiency in English is required (written and verbal). 
Min. C1, C2+ preferred

Technical Skills

• Systems Knowledge: Proficiency in Oracle, SAP, Salesforce, or similar CRM/ERP platforms is required.
• Product Knowledge: Familiarity with complex organizational structures and diverse product portfolios is an advantage.
• Standard Tools: High level of comfort with digital communication and documentation tools.

Professional Competencies

• Problem Solving: Ability to navigate escalated issues and find effective, policy-aligned solutions.
• Organization: Highly organized with a strong attention to detail and a focus on quality.
• Communication: Excellent verbal and written skills with a customer-focused mindset.
• Adaptability: Demonstrated ability to prioritize tasks and adapt to changing processes or new technologies.
• Collaboration: A proactive team player who works effectively across departments to achieve shared goals.

Job Number: 298062

Community / Marketing Title: Customer Service Specialist

Location_formattedLocationLong: Washington, DC, District Of Columbia US