351CSS - Customer Service Specialist

Description

Our Company’s Story:

Spectra Gutter Systems, founded in 1978, is a leading manufacturer and distributor of aluminum rainware products across North America.
With over 35 locations nationwide, we support customer success and business growth through innovation and operational excellence.
Our culture is built on core values including integrity, stewardship, people-first mindset, innovation, and servant leadership.
We are committed to maintaining a strong safety culture that protects employees, customers, and communities.
We uphold the highest standards of quality through continuous improvement and innovation.
Our operations focus on efficient inventory management and reliable product delivery.
We prioritize exceptional customer service and long-term relationship building.
We drive success by achieving and exceeding location-based performance goals.
We invest in our people by developing talent and fostering a collaborative work environment.
We ensure long-term success through strong financial management and strategic growth initiatives.

Position Summary:

The Customer Service Specialist is responsible for delivering exceptional customer support while serving as the primary point of contact for customers. This role handles inquiries, resolves issues, and ensures a seamless and positive customer experience.

In addition to customer support, this position plays a key role in strengthening customer relationships, supporting retention, and identifying opportunities to grow business through upselling, cross-selling, and new account development.

Essential Job Duties and Responsibilities:

Customer Support & Service

• Serve as the  main point of contact for customer inquiries via phone, email, and other      communication channels 
• Actively  listen, assess customer needs, and provide accurate, timely solutions 
• Troubleshoot  and resolve customer concerns, complaints, or service issues 
• Maintain a professional, positive, and customer-focused approach in all interactions 
• Accurately  document customer communications and resolutions in the system 

Product & Order Support

• Develop strong  knowledge of company products, services, and processes 
• Assist  customers with order processing, product selection, and service-related      requests 
• Ensure accuracy  and efficiency in handling orders and customer requests 
• Identify  opportunities to improve processes and enhance the customer experience 

Sales Support & Relationship Management

• Ensure  customers are utilizing the appropriate product mix based on their needs 
• Identify and  pursue upselling, cross-selling, and new business opportunities 
• Build and  maintain strong, long-term customer relationships 
• Support  customer retention efforts through proactive communication and service 
• Contribute to  revenue growth by delivering value-driven customer interactions 

Core Skills & Competencies

• Customer-focused mindset with a passion for delivering outstanding service 
• Strong active listening and problem-solving abilities 
• Professional, clear, and confident communication skills 
• High attention to detail and accuracy in documentation and order handling 
• Adaptability and willingness to learn new systems, products, and processes 
• Ability to collaborate effectively with cross-functional teams (sales, operations, etc.) 
• Strong time management and  organizational skills 
• Sales awareness with the ability to identify opportunities to support business growth 

Requirements

• High school diploma or GED  required 
• 1–2 years of customer service experience (call center, retail, administrative, or similar environment) 
• Basic computer proficiency, including CRM systems and Microsoft Office 
• Strong written and verbal communication skills 
• Ability to work in a fast-paced environment and manage multiple priorities