Customer Service Specialist

Summary

The Customer Service Specialist plays a vital role in growing and shaping customer relationships by providing top quality communication and customer support. This position plays a key role in the development and growth of TriNova by working with our clients, sales personnel, application engineering team, service techs and management team to achieve common goals. A Customer Service Specialist will perform and support the coordination of quotes, order entry, expediting, scheduling, maintaining accurate records, and ensuring seamless communication between our customers, TriNova employees and the manufacturers we represent. TriNova employees are passionate about providing outstanding customer service, managing projects and deadlines efficiently, and contributing to a collaborative work environment to ensure success.

Key Responsibilities

• Answer and route incoming calls and e-mails
• Prepare and process quotes, orders, and invoices in multiple systems.
• Communicate with customers via phone and e-mail to follow up on outstanding quotes.
• Expedite parts and materials needed to fulfill job orders.
• Assist with shipping and receiving packages.
• Assist with office organization and tidiness.
• Understand commercial terms and conditions for specific jobs and orders to assist accounting with billing.
• Collaborate with internal departments to ensure timely and quality delivery of goods and services.
• Creates service appointments with applicable details and coordinates logistic and site access needs.
• Communicate with customers regarding specific job requirements and follow-up to ensure customer satisfaction.
• Maintain and foster good relationships with clients.
• Maintain accurate data across multiple systems like P21, BlueFolder and Salesforce.
• Identifies issues/concerns regarding productivity based on continuous communication and quality review.
• Review and distribute daily service reports for client submission and invoicing.
• Updates system for invoicing and distributes to the financial team for processing.
• Participate in continuous improvement initiatives to refine sales processes and service coordination.
• Uphold and enforce quality standards to ensure deliverables are of quality and consistent results.
• Abides by and enforces all compliance requirements.
• Perform responsibilities in an ethical manner consistent with company mission and values.
• Ensures adherence to all policies and confidentiality for company, clientele, and business partners.
• Perform additional duties as assigned.
• Participate in training and development sessions that may require occasional travel out of office.

Qualifications

• High school diploma or GED required.
• Associate degree in a related field preferred.
• 2 years of experience in service coordination, customer service, or sales support.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and database management.
• Able to sit or stand for prolonged periods of time while working on a computer.
• Strong organizational skills with attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, and adapt in a fast-paced environment.
• Professional phone etiquette and customer service orientation.
• Self-starter with a team-oriented attitude and strong work ethic.

What We Offer

• Competitive salary
• Comprehensive healthcare for you and your dependents
• Retirement savings plans with company match
• Generous paid time off and holidays
• $100k life insurance, short term disability, and long term disability fully paid by the Employer
• Optional supplemental insurance options (additional life, accident, critical illness, and more)
• Laptop and smartphone
• Tuition reimbursement
• Free Equifax credit monitoring
• Ongoing training and professional development

TriNova, Inc. is a manufacturer's representative and distributor that has been dedicated to helping customers, manufacturers, and suppliers with measurement and process control needs and challenges for over 50 years. Industries we work closely with include oil and gas, chemical, environmental, renewable fuels, pulp & paper, food & beverage, and water & wastewater.

TriNova, Inc. is an equal opportunity employer. We are committed to a work environment that supports, respects, and inspires all individuals by providing equal employment opportunities to all employees and applicants 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.

E-Verify : We verify the identity and employment authorization of individuals hired for employment in the United States.