Customer Support Specialist at Pine Pharmaceuticals in Tonawanda, New York
- Company: Pine Pharmaceuticals
- Location: Tonawanda, New York
- Posted: Sep 20, 2026
- Type: Full-Time
- Salary: 20.00+/hr
- Experience: 3+ years
Overview
The Customer Support Specialist plays a crucial role in customer satisfaction. This position requires excellent communication skills, problem-solving abilities, and a customer-centric approach. The primary responsibility of this position is providing a top-notch customer experience by accurately rec…
Job description
- The Customer Support Specialist plays a crucial role in customer satisfaction. This position requires excellent communication skills, problem-solving abilities, and a customer-centric approach. The primary responsibility of this position is providing a top-notch customer experience by accurately recording customer orders, addressing inquiries, coordinating product returns, and resolving complaints in a timely and professional manner.
Responsibilities
- Communicate effectively and professionally with customers, both verbally and in writing through various channels such as phone, email, and fax.
- Enter order information into the company's database, ensuring that the orders are complete, accurate, and in compliance with established policies and procedures.
- Collaborate with other departments, such as shipping or the sales team, to ensure that orders are processed and fulfilled correctly.
- Address any customer inquiries or concerns regarding their order status or any other issues related to the order.
- Identify and resolve any discrepancies or issues related to orders, such as incorrect pricing or missing items.
- Coordinate product returns, credits, and replacements.
- Generate regular reports on order status, inventory levels, and other key performance metrics.
- Monitor UPS and FedEx tracking numbers for possible shipping delays.
- Update, organize, and maintain new and existing customer records in the company’s ERP and CRM systems.
- Develop a deep understanding of the company's products, prices, and services to provide accurate and up-to-date information to customers.
- Use product knowledge to offer appropriate solutions and recommendations based on customer needs.
- Clearly and concisely document customer interactions, including inquiries, issues, and resolutions.
- Provide regular reports or updates to the team or supervisor regarding customer feedback, trends, and recurring issues.
- Build and maintain strong relationships with customers by demonstrating empathy, professionalism, and a customer-focused attitude.
Requirements
- 1-3 years of experience in order entry or customer service.
- Associates or Bachelor’s degree preferred.
- Must be able to work effectively as part of a team.
- Ability to adapt and learn quickly in a fast-paced environment.
- Excellent verbal and written communication skills.
- Strong problem-solving and critical-thinking abilities.
- Patience, empathy, and a customer-oriented mindset.
- Ability to work under pressure and handle escalated situations.
- High organizational skills and attention to detail.
- Basic proficiency in CRM software and Microsoft Excel.
Benefits
- 20.00+/hr