Banner Solutions · 1 month ago
Customer Support Specialist I
Kansas City, MO, US
Full-time
Onsite
Entry Level
2+ years expBanner Solutions is a leading door hardware distributor focused on enhancing customer experiences through top-tier support. The Customer Support Specialist will resolve customer inquiries and escalations, ensuring a seamless experience while driving service level excellence.
Wholesale
Responsibilities
Manage and resolve customer cases using Salesforce (SFDC) with a focus on accuracy and timeliness
Respond to customer inquiries via phone and email, delivering clear, professional, and empathetic communication
Draft well-written, customer-focused emails that build trust and effectively communicate solutions
Handle escalated cases and collaborate with internal teams to drive swift and effective resolutions
Research customer correspondence and order history to identify and resolve root issues
Process Return Merchandise Authorizations (RMAs), refunds, and adjustments per policy
Monitor and manage case volume across phone and email channels to ensure service levels (SLAs) are consistently met
Support workload balancing across channels and respond in real time to service fluctuations
Uphold a customer-first mindset in all interactions and ensure a seamless support experience
Identify customer friction points and collaborate on root cause solutions
Contribute insights and feedback to improve tools, processes, and overall service delivery
Partner with teams across Sales, Operations, and Logistics to ensure a cohesive and responsive customer journey
Advocate for customer needs and represent the voice of the customer in cross-functional discussions
Qualification
Required
2+ years of customer service or support experience, preferably in a B2B environment
Proficiency in Salesforce (or similar CRM platforms) and Microsoft Office Suite
Excellent written and verbal communication skills
Strong attention to detail and problem-solving ability
Ability to manage multiple priorities in a fast-paced environment
Demonstrated commitment to delivering exceptional customer experiences
Preferred
Experience with root cause analysis or continuous improvement is a plus
Company
Banner Solutions
Banner Solutions is a wholesale distributor of door hardware, electronic access and security products.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2019-11-19Acquired
Leadership Team
Benjamin Smith
Chief Digital Officer
Mark Spanswick
Chief Revenue Officer
Company data provided by crunchbase