Customer Support Specialist

The Customer Support Specialist interfaces directly with customers, assisting them with product information, order processing, general inquiries, and problem resolution. The primary focus is on OE program support, with an additional focus on Special Markets customers. This includes Insurance Replacement and Fleet Sales. To support the programs, this role will also work directly with suppliers to place orders and help manage customer expectations. The associate will also need a basic understanding of account procedures and processes.Problem resolution (some examples include missing items, incorrect items, order tracking, etc.)Filing and maintaining order records per company policySupplier customer service-related problem resolution Receives and respond to customer hard copy / email requests (can include product information, product availability, pricing, RGA, loaner tools, etc.)Receives and process incoming faxes / internet orders / emails for Special Markets and the OE programsPaperwise - adding freight from Supplier invoices to shipment tracking in LN. This process must be completed within 7 days of the invoice receipt dateSorts and route SBS invoices, distributing appropriately (job automatically runs)Offers assistance with policy and procedureSOX ComplianceDrives cross training to support all programs effectivelyOffers assistance with reportingCommunicates clearly with customers while remaining sensitive to the ongoing conversations in the call centerManages ETI errors and makes necessary updates to successfully process orderManages standing customer orders and processing according to terms (weekly, monthly, designated ship days)Maintains an excellent understanding of the various product offerings and suppliersPresents customers with new program offerings, websites and promotions offered by SBSIssues purchase orders to meet all customer orders as needed Associate degree or equivalent of 2 years’ related experienceProficient data entryRequires a clear understanding of computer functions and program operations obtained through a minimum of 2 years’ customer service experienceExperience with leadership role on special projects or campaignsUnderstanding of basic account proceduresMust possess excellent communication skillsAbility to consistently maintain a professional and positive attitude when dealing with both internal and external customersMulti-tasking with accuracy and promptness in a busy customer care environmentBasic knowledge of Microsoft OfficeAbility to interface cooperatively with the call center team and related departmentsProduct knowledge or aptitude for technical automotive applications of tools and equipmentThis job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts, or working conditions as associated with a job. While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from jobs and to assign other duties as necessary.

Created: 2026-03-07