Customer Support Specialist

    • Job Tracking ID: 512631-641541
    • Job Location: Sharonville, OH
    • Job Level: Mid Career (2+ years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: July 26, 2018
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
    • Reports To: Customer Service Manager
    • FLSA Status: Non-Exempt
    • Employment Status: Full-Time
    • Shift: Office
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Job Description:


The primary responsibility of this position is ensuring order processing compliance and resolving issues for our valued customer base. The Customer Support Specialist is required to have excellent 10-key and alpha data entry skills and must be detail oriented. Experience with Microsoft Dynamics Great Plains, SalesPad, WMS/FASCOR and/or EDI processing is a plus. Must be customer focused with high service standards and the desire to assist others.



  • Resolve issues pertaining to customer orders (overages, shortages, damages, on-time shipping, etc.) Issues may be communicated via email, direct phone calls, through sales reps/sales support, etc.
  • Work with other departments and the customer regarding order issues or adjustments.
  • Accurately log customer issues into database.
  • Process damage freight claims with freight carriers.
  • Manage open orders and expedite as needed.
  • Utilize various carrier websites for issue resolution and tracking.
  • Complete manual invoicing processes.
  • Create RGAs and monitor status.
  • Maintain policy and procedure documentation.
  • Provide overflow assistance for order processing.
  • Attend departmental meetings and complete projects as assigned by Management.

Experience and Skills:


  • Excellent customer service skills.
  • Minimum high school diploma or equivalent.
  • Excellent 10-key and alpha data entry skills.
  • Solid knowledge of computer systems including Outlook, Word, and Excel. Experience with Great Plains or SalesPad software would be helpful.
  • Must work well in a team environment, but also able to work independently.
  • Ability to work well under pressure and in deadline situations.
  • Must be dedicated and flexible, staying late to complete daily tasks whenever necessary.
  • Detail oriented, with strong organizational, verbal, and written communication skills.


Physical Demands:

While performing the duties of this job, the employee is frequently required to stoop, reach, stand, walk, lift, pull, push, grasp, talk, hear, see and use repetitive motions. The employee may frequently lift up to 10 pounds of material, or sit for long periods. Specific vision abilities include close vision such as reading handwritten and or typed material and must have the ability to focus.


Company Values:

Adhere to The Gorilla Glue Company’s Core Values that ensure everyone works together to exceed expectations.

  • Have fun, be passionate and show it!
  • Act with integrity and respect in all relationships.
  • Communicate openly & appreciate the effort of others.
  • Embrace knowledge, growth and change.
  • Strive for excellence in what we do every day!