Customer Service Specialist

As a Customer Service Specialist at HexArmor®, your main responsibilities will include processing customer and purchase information accurately, ensuring timely communication with customers regarding their orders, and collaborating with sales, manufacturing, and warehouse teams. You will also handle inquiries, provide quotes, manage EDI orders, and coordinate shipments, thus playing a pivotal role in the company’s operations.

To apply for the Customer Service Specialist position at HexArmor®, you'll need at least a high school diploma, though a Bachelor’s degree is preferred. Additionally, two years of relevant experience in customer service or order processing is essential. Familiarity with wholesale distribution and knowledge of SAP Business One would be an advantage. Strong communication skills and the ability to thrive in a fast-paced environment are highly valued.

HexArmor® is committed to the success of its Customer Service Specialists by providing a supportive work environment, clear communication channels, and ample opportunities for professional development. Regular training sessions and collaboration with experienced team members are integral to helping you excel in your tasks and understand our products comprehensively.

Customer Service Specialists at HexArmor® use various software tools, primarily ERP systems to enter and manage customer orders. Knowledge of the Microsoft Office Suite is crucial, and familiarity with SAP Business One is desirable. Additionally, you will work with different shipping and communication platforms to coordinate efficient customer service.

During the interview process for the Customer Service Specialist role at HexArmor®, you can expect to discuss your previous experience in customer service, your ability to multitask, and how you handle customer inquiries or issues. Be prepared to share specific examples demonstrating your communication skills and attention to detail, as well as answering situational questions that illustrate your problem-solving abilities.

When answering this question, it's beneficial to highlight your interest in the safety industry, your admiration for HexArmor®'s mission, and how your skills align with their customer-centric approach. Convey enthusiasm for contributing to a company that prioritizes worker safety.

Provide a specific example demonstrating your problem-solving ability. Utilize the STAR method (Situation, Task, Action, Result) to structure your response effectively. Focus on how your actions led to a positive outcome and preserved the customer's trust in the company.

Discuss your method for prioritizing tasks, such as using a to-do list, scheduling daily or weekly goals, and assessing urgency versus importance. Showcase examples where this approach has successfully helped you meet deadlines or manage workload in your previous roles.

Talk about your communication style, emphasizing clarity, empathy, and active listening. Explain situations where these techniques have resulted in resolving issues or improving customer satisfaction, demonstrating your interpersonal skills and professionalism.

Highlight any relevant experience with ERP systems, especially if you've worked with similar platforms. If applicable, share your knowledge about how order processing works and how you believe efficiency can be improved in such systems.

Explain your method for addressing customer complaints, which should include listening, empathizing, and providing a solution or a next step. Be sure to mention the importance of following up to ensure customer satisfaction after resolving their issue.

Provide a specific instance that shows your teamwork abilities. Focus on your role, how you contributed to group objectives, and how collaboration led to achieving successful outcomes. Emphasize the importance of communication and mutual support.

Discuss elements like empathy, responsiveness, effective communication, and thorough knowledge of products/services. Share how these principles guide your work as a Customer Service Specialist to create positive customer experiences.

Describe your organizational strategies such as using spreadsheets, task management tools, or CRM systems to track orders. Mention specific practices you've implemented to stay efficient and accurate when handling various customer requests simultaneously.

Showcasing your research demonstrates your interest in the company. Summarize HexArmor®’s mission, your understanding of their product offerings, and mention how this aligns with your professional values and career goals, particularly in safety.