Job Description

Job Description

Job Description

SP Distribution is a successful distribution company of juvenile products in the United States. We are seeking an enthusiastic and professional Customer Service Specialist to deliver exceptional support for our leading consumer brand, Doona. This role is critical in ensuring seamless customer experiences through efficient troubleshooting, warranty assessments, and case management with sound judgment and professionalism under pressure.

Candidates must develop thorough product knowledge, understand regulatory standards, and communicate effectively across various channels (phone, video, text, email). 

Responsibilities:

• Address customer inquiries about company products with clarity and professionalism.
• Leverage experience with cell phone applications and technical knowledge for troubleshooting.
• Troubleshoot and resolve customer issues and complaints using reasoned judgment to deliver effective and satisfactory solutions.
• Use FaceTime communication with customers when needed to resolve issues quickly and clearly.
• Interact closely with different departments to identify and implement solutions to operational or customer issues.
• Collect and analyze customer feedback to identify trends, challenges, and areas for improvement.
• Communicate actionable insights and discoveries to company leadership to support strategic decision-making.
• Develop and document knowledge into helpful content to assist customers and team members in resolving common issues. 
• Handle a high volume of calls while multitasking across multiple software systems, ensuring efficiency and accuracy.

Qualifications: 

• 3+ years' experience in related field is preferred.
• Exhibit strong computer skills are required (Microsoft Office Suite Excel, Word, Power Point).
• Ability to work efficiently in a fast-paced environment.
• Must be detail oriented and well organized with effective time management skills.
• Ability to work independently.
• Positive and professional demeanor.
• Excellent written and verbal communication skills.
• Certification as a Car Seat Technician is preferred or must be completed upon hire. 
• Expertise in NetSuite, Zendesk and Power Bi is preferred. 

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