After Sales Service Specialist

## Description

The After Sales Service Department Specialist serves as the primary point of ownership for post-sale customer support activities. This role exercises independent judgment in resolving complex service issues, coordinating cross-functional solutions, and supporting process improvements that impact customer satisfaction and operational efficiency.

## Responsibilities/ Qualifications

**Essential Responsibilities**

• Serve as primary contact for escalated after-sales service matters and complex customer issues.
• Review, analyze, and resolve service discrepancies.
• Exercise discretion in determining appropriate resolutions within company guidelines.
• Collaborate with Sales, Purchasing, Operations, and vendors to resolve product or fulfillment issues.
• Identify trends in service issues and recommend corrective action or process improvements.
• Review and approve service-related credits within established authority limits.
• Ensure compliance with company policies, inventory controls, and service procedures.
• Develop and maintain service documentation standards and workflow improvements.
• Provide training and guidance to After Sales Service Associates as needed.
• Support department reporting, KPI tracking, and performance metrics.

**Required Skills & Abilities**

• Strong analytical and problem-solving skills.
• Ability to interpret company policies and apply independent judgment to customer situations.
• Advanced communication skills.
• Proficiency in Microsoft Office Suite, particularly Excel.

**Education & Experience**

• Bachelor’s degree preferred.
• 3–5 years of experience in customer service, inside sales, warranty administration, or operations support.
• Experience handling escalated or complex customer matters is preferred.