Customer Support Specialist III

POSITION PURPOSE: The Customer Support Specialist III plays a crucial role in ensuring customer satisfaction and loyalty within the durable goods manufacturing sector. This position is responsible for addressing complex customer inquiries and resolving issues efficiently, thereby enhancing the overall customer experience. The specialist will collaborate with various departments to provide accurate information and solutions, ensuring that customer needs are met promptly. Additionally, the Customer Support Specialist III contributes to the company's reputation and success by fostering positive relationships with customers and ensuring their needs are prioritized.

• Field customer calls regarding product knowledge, order information, pricing, and freight issues
• Continually monitors and maintains ticket queue.
• Work cross-functionally to work thru challenges in invoice errors such as pricing, quantity issues, tax billing issues, order entry errors, and other miscellaneous issues.
• Resolve customer issues in a prompt manner
• Process debits and or credits to the customer to resolve billing discrepancies.
• Process rebates, trade show booth credits, and promotional.
• Works in conjunction with multiple departments to resolve invoice discrepancies.
• Able to work with sales and pricing team to resolve and correct pricing errors.
• Identify and find solutions to prevent future downstream issues with billing discrepancies
• Provide documentation to customers as required (invoice, POD, BOL, C of A)
• Work with multiple internal departments to resolve issues while identifying root cause and propose recommended solution to the leadership team
• Recommend changes/improvements/enhancements to processes and procedures to improve departmental efficiencies. Work with cross-functional teams to ensure feasibility. Closely monitor such changes to ensure the desired result is achieved.
• Support department as required during absences or increased workload periods.
• Maintain and build SOPs
• Follow up and resolve new and old RMAs
• Back up to the Returns queue
• Follow up on IDOC errors. (Orders that are post goods issued, but not invoiced.)
• Other duties as assigned

• Associate Degree with general business concentration or equivalent customer service experience
• 2-3 years customer service experience.
• Intermediate MS Office suite skills required. Proficient at Excel is required.
• Knowledge SAP and Salesforce.com or equivalent systems highly preferred
• Excellent proactive interpersonal, written, verbal communication and team skills
• Ability to assess situations and make recommendations to resolve issues
• Must be able to multi-task and prioritize workload in a fast-paced environment
• Must be able to work independently as well as in a team environment
• Reliable, committed, and driven characteristics
• Problem solving capabilities
• Excellent interpersonal and phone skills

Old World Industries is among the largest privately held companies competing in the automotive aftermarket today. Built upon a 50-year history of ingenuity, the Northbrook, Illinois-based company is transforming the automotive, commercial and chemical industries that keep the world moving forward. Old World's brands include a full line of PEAK Performance Automotive Aftermarket Products including Antifreeze/Coolant, Washer Fluid, Lighting and Wiper Blades; BlueDEF Diesel Exhaust Fluid and Equipment; FINAL CHARGE PRO-SERIES Heavy Duty Extended Life Coolant, Fleet Charge SCA Precharged Heavy Duty Coolant and Thermal Charge Heat Transfer Fluid.

This opportunity offers a competitive benefits package including:

• Medical, dental, and vision coverage with wellness benefits
• Company-matching 401(k) plan
• Company-paid life insurance and accidental death & dismemberment benefits
• Company-paid long-term care coverage
• Company-paid disability
• Flexible spending and health savings accounts
• Company-paid employee assistance program
• Paid time off and paid holidays
• Additional benefits included: voluntary life insurance, legal benefits, critical illness, accident insurance, and pet insurance