Customer Service Specialist II

Start ASAP
Sit in Richardson - on site full time
Shift would be Monday through Friday 9:30-6:30
***BILINGUAL STRONGLY PREFERRED****

Temporary assignment until the end of October.

Must be highly organized with great attention to detail.
interview process is initial teams interview and then an in person interview

PRIMARY DUTIES AND RESPONSIBILITIES:

Handle inbound calls with professionalism and efficiency, addressing customer inquiries and providing timely support.

Accurately process orders, including material numbers, quantities, and pricing. Resolve line holds due to pricing discrepancies or materials not listed on pricing.

Manage customer service requests including order status updates, acknowledgment requests, and invoice requests via phone and email.

Conduct research on part numbers to ensure accurate order processing and resolve issues related to product information.

Submit and manage credit and return requests for concealed damages, quantity shortages, carrier damages, pricing disputes, and other discrepancies as stated by the customer.

Assist sales representatives with order placement, status updates, inventory lookup, and customer-related concerns.

Review open orders for On-Time In-Full (OTIF) compliance and coordinate with production or supply chain for execution.

Create and develop a centralized point of contact HUB for order management/tracking.

Manage a high volume of Supply Chain or internal stakeholder requests or communications (via phone and/or email).

Collaborate with the next appropriate level of customer support to seek resolution to challenging inquiries/complaints, providing documentation and continual communication to the customer throughout the process.

Maintain accurate records of all internal and external interactions in the appropriate database/system (SalesForce, SAP, etc.).

Resolve conflict requests and provide solutions by exercising high levels of influencing, negotiation, and communication skills.

Propose new processes to drive continuous improvements and reduce inefficiencies.

Identify and communicate areas for process improvement to management.

Work with Accounting to minimize customer deductions with no resolution.

Provide technical support for Part search and pricing.

Support order management team goals and initiatives to become a more proactive customer support organization.

Ensure the consistent adherence to department policies and procedures.

Make effective independent decisions representing day-to-day issues that do not require team discussion, input, or agreement.

Involve fellow team members in collaborative or team-empowered decisions based upon the company's vision and mission.

Serve as an operational and management source of expertise and contribute to the success of the team/senior management team as a whole by supporting associated and team-wide initiatives.

Lead the activities of the Customer Service dual role that supports our partners and key areas of business.

This position leads the dual role by understanding customer priorities, proposing/implementing strategies, focusing on support, and ensuring issues are resolved in a timely manner with a focus on productivity and customer service.

This role requires working with multiple departments such as Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, and Logistics teams, along with working on other key initiatives that lead to customer requirements being met.

And any other duties as assigned.

1.) Supply Chain Customer Service Experience
This is not a traditional call center role. We're looking for someone who has supported customer service within a supply chain, logistics, or manufacturing environment ideally someone familiar with order fulfillment, inventory, shipments, and internal coordination across departments like Planning or Logistics.
2.) Strong SAP and/or Salesforce Experience (if possible... or user experience in AS400/ORACLE)
The candidate must be comfortable using SAP and/or Salesforce or a similar ERP/CRM system for processing orders, tracking issues, and managing customer interactions.
3.) Order Management & Issue Resolution Skills
They must have experience managing order issues. MUST have attention to detail and ability to handle discrepancies (pricing, product info, delivery issues, etc.) is critical.
4.) Proactive Communication & Cross-Functional Collaboration
The role requires constant communication with internal teams (Sales, Accounting, Logistics, etc.) to resolve customer issues quickly. Someone who knows how to proactively follow up and push for resolution will succeed here.
5.) Ability to Thrive in a Fast-Paced, High-Volume Environment
We need someone who can handle a high volume of email and phone inquiries, multitask effectively, and keep up with quick turnarounds without sacrificing accuracy or customer service quality.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.