The Customer Service Specialist (CSS) will report to AstroNova’s Product Identification Customer Service Manager. Responsibilities include providing customer service to anyone ordering labels & tags, inkjet ink cartridges, toners, drums, thermal transfer ribbons and other printing supplies. The CSS is part of a full team consisting of the Media Sales Specialists (MSS), Sales Support Specialists (SSS), field-based Territory Sales Managers (TSM), and the Technical Support Group. These roles work together to manage the relationship with the digital label printer customer in order to maximize consumables sales and achieve the company’s sales objectives.

The customer service position is primarily remote with occasional requirements to work at AstroNova’s headquarters in West Warwick, RI. The CSS will be required to provide highly professional customer support, quotations, and order processing and assistance through friendly and courteous email and telephone assistance. Mastery of customer relationship management (CRM) software, Microsoft Office, RingCentral phone system, customer service software and order processing (ERP) software is essential.

Duties and Responsibilities

• Interacts via email, primarily, and telephone with existing customers based on information presented in the CRM & ERP software, providing highest level of customer service.
• Handles incoming customer service calls and emails to provide timely reply and resolution.
• Maintains the customer database, updates account information on a regular basis, and coordinates with Media Sales Specialists and Territory Sales Managers.
• Connects customers to the Technical Support Department as needed.
• Processes customers’ orders as top priority and with sense of urgency.
• Estimates date of delivery to customer, based on knowledge of the company’s production and delivery schedules, and provides support and communication in the event of any delays.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Supervisory Responsibilities

This position has no direct supervisory responsibilities.

Required Education and Experience

• 2-4 years of experience providing world class customer service in a related field
• Exceptional organization, communication and interpersonal skills.
• Consultative telephone sales skills.
• Can-do attitude.
• Energetic self-starter with superb work ethic.
• Strong business ethics.
• Proficiency in MS Office and ability to learn new software systems rapidly.

Additional Preferred Skills, Experience, and Certifications

• Experience with ERP and CRM software systems

Physical Requirements

• This position is mostly sedentary and requires standing or sitting at a fixed worked station and desk.

Special Working Conditions / Travel Requirements

This job operates in a remote (95%) and professional office (5%) environment. This role routinely uses standard office equipment such as laptop computers, RingCentral phones and webcams. Little to no travel is expected for this position.