Overview
We are seeking a dedicated and proactive Customer Success Specialist who will be in a key operational and customer-facing role responsible for delivering exceptional support across warranty processing, technical assistance, product troubleshooting, and order management. This position serves as a central liaison between customers, sales, QA, Product Development, Accounting, and warehouse operations to ensure accurate information flow, timely resolutions, and a positive customer experience. The incumbent will manage a wide range of activities—from diagnosing product issues and handling escalations to processing returns, coordinating replacement orders, and maintaining order accuracy in SAP. A successful candidate will bring strong problem-solving skills, technical aptitude, sound judgment, and a commitment to improving processes that enhance both customer satisfaction and internal efficiency.

Duties

Customer Support and Technical Assistance

• Process and manage incoming warranty claims, ensuring accurate documentation, timely resolution, and clear communication with customers and internal teams; verify warranty eligibility, facilitate replacement orders for approved claims, and tactfully communicate denials when coverage criteria are not met.
• Provide technical support and product knowledge to end users, customers, sales associates, and representatives regarding Legacy products.
• Address customer inquiries and concerns related to product availability, order status, pricing, warranty claims, and troubleshooting through various channels such as phone, email, and customer portals.
• Effectively manage customer escalations related to product performance concerns, ensuring thorough investigation clear communication, and timely resolution.
• Manage, evaluate, and physically process returned materials, determining warranty coverage and return eligibility, and collaborating with the Accounting Department to assess customer credit eligibility.
• Assess returned products for inventory return viability and, when applicable, repackage and organize approved items for resale.
• Partner with the Quality Assurance Department and Product Development Team on any product quality issues or defects.
• Conduct minor product repairs when requested, ensuring accuracy and adherence to product specifications.

Order Processing and Management

• Process customer purchase orders, including resolving discrepancies related to pricing, availability, and other order details.
• Manage order entry in SAP, ensuring accuracy and timely submission to the warehouse for processing.
• Handle credit card payments, warranty replacements, and other order-related tasks as needed.
• Run daily reports to verify all orders are accounted for and submitted without duplication.
• Assist with trade show setup, process incoming mail, and other administrative tasks.

Qualifications

• Associate's or Bachelor’s degree preferred, or 3-5 years of relevant experience in customer service, or technical support, or any combination of education and experience that provides the required knowledge, skills, and abilities to successfully perform the essential functions of the position.
• Experience with SAP preferred; knowledge of EDI systems is a plus.
• Strong proficiency in Microsoft Office Suite, especially Excel.
• Ability to work in a fast-paced environment, manage multiple tasks simultaneously, and maintain a high level of accuracy.
• Experience in troubleshooting, order processing, and customer account management is highly desirable.
• Customer Service: Demonstrated ability to provide exceptional support and resolve customer concerns effectively.
• Teamwork: Works collaboratively with colleagues, maintains a positive attitude, and supports a team-oriented work environment.
• Communication: Strong verbal and written skills; ability to explain complex information clearly and concisely.
• Problem-Solving: Ability to analyze issues, identify solutions, and implement corrective actions.
• Organizational Skills: Strong attention to detail; capable of prioritizing work efficiently to meet deadlines.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person