Customer Support Specialist (CSS) is the assigned focal and point of contact for customer service and order management needs .
CSS is responsible for maintaining and improving customer satisfaction by focusing on end to end ownership of query resolution, relationship intimacy and relationship building, proactive order book management etc.
He/She is an advocate for the customer who is available by phone and email/case for any/all support and is the first point of escalation for the customer and internal functions
Upon request, provide a summary view of a Customer's open order book with delivery status look-ahead that includes projected delivery performance to customer request date and reasons for delays (if required).
Proactively provide status on delayed orders with reasons.
Will require working with client site Supply Chain resources to confirm reasons for delay.
May also be required to work through feasibility of customer order expedite requests.
Monitor open order delivery status and initiate product exchanges, rentals, escalations as needed to meet customer on-time delivery needs.