Customer Service Specialist

d&b audiotechnik Corporation is the North American subsidiary of d&b audiotechnik GmbH & Co. KG, specializing in the sale, service, technical support, education, and logistics of professional loudspeakers.
Position Summary:

We are seeking a customer-focused, communicative, and detail-oriented Customer Service Specialist. This position is part of the Customer Service team and is based at our main office in Asheville, NC. They have responsibility for managing all Sales Orders for d&b US and Canada. The owner of the position accepts orders, determines ship dates, issues invoices, applies payments, and shares shipping information directly with customers and/or the Sales Team. The Customer Service Specialist is in frequent contact with Purchasing and Logistics regarding fluctuating inventory needs. The Customer Service Specialist reports to the Customer Service Manager.

Essential Functions:
  • Act as a customer-focused point of contact for the Regional Sales Team and Dealers/Partners as well as other customers.
  • Plan shipments based on availability and customer needs.
  • Manage change orders based on customer needs and inventory availability.
  • Monitor stock-outs and communicate with Customer Service and Fulfillment Managers.
  • Manage custom orders in partnership with the Purchasing Specialist.
  • Audit accuracy of order entry by Regional Sales as appropriate.
  • Ensure appropriate application of pricing and Sales Tax in partnership with Regional Sales and Accounting Teams.
  • Handle all customer inquiries or grievances. This would include pricing issues, shipping errors, and other related issues, and escalating when necessary.
  • Researches solutions to customer issues as necessary.
  • Direct inbound calls and emails to the appropriate d&b audiotechnik person or team.
  • Additional tasks or responsibilities as assigned.
  • Interaction and specific responsibilities with other departments:
  • Work closely with Accounting for incoming payments, Sales Tax application, account holds, and ensuring customer credit-line adherence.
  • Estimate product availability to Regional Sales upon request.
  • Work closely with Logistics to ensure timely shipments and awareness of delays.
  • Represent the d&b brand as needed at events, customer offices, and other d&b locations as needed.

Skills and Abilities:
  • Detail oriented and the ability to work on several projects concurrently.
  • Excellent written and verbal communication skills including active listening.
  • Collaborative work approach and flexibility to work solution-oriented within the team and with customers
  • Ability to develop and maintain positive and professional customer relationships.
  • Proficient computer skills with the ability to learn new software.
  • Knowledge of, or ability to learn, product, service, or area of customer service specialization.
  • Physical demands: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Education and Experience:
  • Education level: High School diploma or GED
  • Experience with ERP system and CRM software, Salesforce is strongly preferred.
  • 3-5 years’ experience direct interaction with customers

Position Type/Expected Hours of Work:

This is a full-time, non-exempt position. Occasional evening and weekend work, as well as overtime may be required as job duties demand.
  • Department:Customer Service
  • Place:Asheville
  • Type:Full-Time
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