Customer Support Specialist
Location: Versailles, KY
Position Type: Full-time, Salaried
Reporting to the Business Administrator, the Customer Support Specialist plays a critical role at
Kentucky Equine Research as the first touch point for current and prospective customers and
approaches all tasks intending to build a relationship between the company and customers. This person
will perform cross-functional duties, including greeting customers, processing and tracking orders,
coordinating UPS and LTL shipments, and answering product questions. The Customer Support
Specialist will work with nutrition advisors, sales, and marketing to provide support integral to the
company’s success, customer retention, and sales goals. The Customer Support Specialist must always
behave professionally and courteously, upholding and strengthening Kentucky Equine Research's
reputation for providing excellent products and service.
Responsibilities:
- Customer support, including, but not limited to, answering phones and corporate emails in a
polished, professional manner that reflects the company’s leadership in equine nutrition. - Process all customer orders from initial order placement through invoicing, including payment
processing and coordinating UPS and LTL freight. - Ensure timely responses to customer inquiries and issues, including, but not limited to,
shipment delays, tracking shipments, and handling missing package claims. - Learn relevant aspects of business and products. Gain competency in explaining products and
making appropriate recommendations for use. - Communicate regularly and effectively with accounts to establish positive and productive
relationships. - Assist sales, marketing, nutrition staff, and administration with special projects to meet the
company's strategic goals. - Maintain internal lines of communication with marketing, customer service, and production
teams to deliver timely responses to customer inquiries and issues, and to ensure that product
and service standards are met. - Respond to inbound leads, providing appropriate recommendations, including Kentucky Equine
Research and its partners’ products when relevant, to achieve sales and revenue targets. - Assist in the development of product information, market comparisons, and other media and
internal tools. Consistently use CRM system to track activities and progress. - Represent a positive and professional image of the company externally and internally.
Experience:
- Bachelor's degree in animal or equine science or related scientific field preferred.
- Hands-on experience in the practical aspects of feeding and managing horses, including the
strategic use of nutritional supplements. - Be detail-oriented, self-motivated, and possess a strong desire to meet deadlines.
- Strong project management, time management, and communication skills.
- Be customer-oriented and engaging.
- Be willing to identify and implement ways to improve efficiency.
- Proficiency with the programs and platforms listed