Customer Support Specialist

Job Description

Job Description

Position : Customer Support Specialist (Arctic)

Reports To : Customer Support Director

Position Summary :

Arctic Industries is a leading manufacturer of walk-in coolers and freezers with operations on the East and West coasts. Working as a key member of our customer support team, you will be ensuring that our customers are being offered only the highest quality customer support experience they deserve. Working from our offices in Medley, FL, your technical aptitude, and your talents for being able to provide world-class support will be critical to your success in this role. Empathy, a strong work ethic, sense of urgency and excellent organizational skills are a must for this position.

Key Responsibilities :

• Provide customer support via phone and email.
• Assist with inquiries related to walk-in installation, refrigeration, parts, issues, warranty status, etc.
• Handle quote requests and parts order processing.
• Approve and process warranty claims.
• Maintain and update internal database systems to track orders, invoices, and customer information.
• Diffuse critical situations in a calm and organized manner.
• Ensure service technicians, contractors, and installers adhere to guidelines that meet client needs and manufacturer recommendations.
• Act as a technical liaison between customers and Original Equipment Manufacturers (OEMs).
• Verify OEM warranties.
• Play a key role in developing and evolving best practices for customer support.
• Actively communicate with other support team members, as well as the Engineering, Manufacturing, and Sales departments, about ongoing issues.
• Perform other duties as requested by the Director of Customer Support.
• Answer incoming phone calls promptly and professionally.
• Redirect calls to the appropriate personnel or departments based on the nature of the inquiry.
• Provide accurate information to customers regarding company services, products and procedures.
• Assist customers in resolving basic issues or guide them to the appropriate resource.
• Maintain a log of incoming calls and messages, as needed.
• Assist with processing and fulfillment of Big Box retailers and distributor drop-ship orders
• Assist with processing and fulfillment of online Part Orders

Required Skills / Abilities :

Education and Experience :

Language, Physical, and Travel Requirements :

Desirable Skills and Experience :

Pay and Benefits :

Our strength resides in the great people we hire from a wide variety of backgrounds. If you share our values that everyone is our customer and every customer comes first, you will find a home at Arctic.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and / or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.