Customer Support Specialist

Schattdecor Inc. is a business-to-business (B2B) manufacturer. Our customers are companies, not individual consumers, and they rely on us for accurate orders, on-time deliveries, and clear, timely communication.

The Customer Support Specialist is the primary point of contact for these business customers throughout the ordering process. This role manages purchase orders, shipping documents, order tracking, and delivery updates while working closely with our sales team.

The ideal candidate is highly organized, manages time well, prioritizes competing tasks in a fast-paced environment, and delivers impeccable service to every customer.

Key Responsibilities

Order management

• Process customer purchase orders according to product manufacturing location, applying technical knowledge of product applications.
• Clarify terminology, supply missing information, and correct discrepancies in product selections before orders are entered.
• Verify price quotes and estimates for standard and special items.
• Make accurate measurement conversions across units (square meters, square feet, and others).
• Process sample and color match requests.

Shipping and logistics

• Prepare, review, and communicate shipping documents with customers, carriers, and internal teams.
• Coordinate order scheduling, shipping, handling, and forecasting instructions.
• Track orders from entry through delivery and expedite shipments as needed.
• Provide customers with consistent, accurate updates on delivery dates.

Customer relationships and service

• Serve as the main point of contact for business customers throughout the ordering process, in coordination with the sales team.
• Build strong relationships with key customer contacts by proactively communicating information that may affect their account.
• Respond to customer inquiries promptly and professionally, delivering impeccable service in every interaction.
• Analyze product challenges with the sales team and establish appropriate solutions.

Systems and records

• Use SAP to locate product information, order status, pricing, and stock levels.

• Use CRM (Customer Relationship Management) software to maintain customer data, records, and price lists.

• Minimum 1 year of customer service experience; B2B customer service experience is strongly preferred.

• High school diploma or GED.

• Exceptional time management skills, with the ability to meet deadlines in a fast-paced environment.

• Strong organizational skills and the ability to prioritize multiple tasks and customer requests effectively.

• A commitment to impeccable customer service and a professional, solution-focused approach.

• Excellent verbal and written communication skills, with excellent attention to detail and accuracy.

• Working knowledge of Microsoft Office, including Excel.

• Experience with shipping documents, order tracking, or logistics coordination.

• Working knowledge of SAP and CRM software.