Customer Service Support Specialist

. Provide guidance and support to customers within assigned territories and assist outside assigned territories as needed .

Posted 10/15/2026full-timeNew Haven • Connecticut • United StatesMid-LevelSenior💰 $70,000 - $80,000 per yearWebsite

Key responsibilities & impact

Provide guidance and support to customers within assigned territories and assist outside assigned territories as needed
Research and respond to inquiries related to pricing, order status, product availability, and shipping details
Process Customer Complaint Forms (CCFs) and Return Goods Authorizations (RGAs) within 24 hours of receipt
Ensure replacement product is shipped within five days
Resolve Delivery Order Number (DON) inquiries according to the five-day resolution policy
Review and utilize customer-specific information as required
Balance customer satisfaction with company policies and procedures
Evaluate processes and identify opportunities to improve customer experience, measured by Net Promoter Score (NPS)
Ensure compliance with corporate policies and departmental procedures
Utilize the Customer Relationship Management (CRM) system
Maintain current product knowledge and participate in required product training and customer service development sessions
Collaborate with order processors and other team members to reduce RGAs and credits caused by internal errors
Demonstrate professionalism and adhere to the Code of Conduct
Perform additional duties as assigned
Report to the Customer Service Manager in New Haven, CT

What you’ll need

Minimum of 5+ years of customer service experience in a manufacturing environment, or equivalent work experience
Strong analytical and problem-solving skills with excellent attention to detail and a high level of accuracy
Exceptional interpersonal and communication skills
Excellent written communication skills, including spelling and grammar
Proven ability to deliver outstanding customer experience through consistent engagement, subject matter expertise, and operational excellence
Strong computer proficiency, including Outlook, Excel, and Word
Team-oriented professional able to thrive in a fast-paced, diverse environment while managing multiple applications simultaneously
Bachelor’s degree preferred
Experience with JDE is a plus

Comp & perks

Paid time off, including sick and vacation days
13 paid holidays
Job-protected leave benefits in accordance with applicable law
Medical, dental, vision, and life insurance
Health and flexible savings account subject to eligibility requirements
401(k) plan with employer contributions and matching subject to plan eligibility
Supplemental life insurance
Short-term and long-term disability benefits
Employee discounts
Regular feedback, training, and development opportunities