D’Addario & Company is the world’s largest manufacturer and distributor of musical instrument accessories, trusted by musicians globally. As a U.S.-based manufacturing company, we take pride in our commitment to cutting-edge automation, sustainable practices, and giving back through the D’Addario Foundation—providing music education access to underserved communities.  At D’Addario, our success is built on a culture of curiosity, passion, candor, family, and responsibility.

We are looking for a Customer Service Specialist to join our team. The Customer Service Specialist plays a vital role in upholding the industry leading customer service standards that D’Addario’s customers and affiliates consistently rely upon. In addition to direct customer interaction, this role requires strong cross-functional collaboration and clear communication with key departments, inclusive of Sales, Product Management, Finance, Logistics, and IT. The Customer Service Specialist excels in a fast-paced environment, balances independent responsibilities with collaborative teamwork, and applies strong critical thinking skills to consistently deliver effective solutions for all customer questions and concerns. Additionally, the position is dedicated to driving continuous improvements and standardization of processes while fostering an inclusive environment that values diversity and collaboration.This is a hybrid role and will require the candidate to work on-site in the Farmingdale office three days a week.

Here at D’Addario, not only do we offer a competitive compensation package, but the opportunity to build a career with one of the most highly regarded organizations in the music industry. We are eager to connect with individuals with all types of diverse backgrounds, thinking and perspectives.

Just a few of the benefits and perks of working at D’Addario:

• Health, vision, and dental insurance
• Assisted Reproduction/Fertility benefits
• Prioritize investing in your future with our 401k plan. Once eligible, we'll contribute 3% of your total annual compensation (and potentially up to an additional 7%) regardless of how much you choose to contribute to the plan.
• Paid Time Off (PTO)
• Flexible sick day policy
• 12 Paid Holidays
• Life and AD&D Insurance
• Enhanced Short-term disability insurance
• Employee Assistance Program (EAP)
• Tuition Reimbursement
• Discounts on D’Addario products and merchandise
• Company jam nights, holiday parties and special events
• An awesome team of colleagues who are passionate about what they do!!!

• Build relationships with our customer base to serve as the primary point of contact for customer inquiries, providing timely and accurate information via phone, email, or chat.
• Collaborate with Territory Representatives to provide support with inquiries, reporting needs, and account-related information.
• Perform Core Customer Service Responsibilities such as order entry, order dating, returns, onboarding new customers, and updating customer information in our system.
• Review all customer documents to ensure adherence to required customer regulations
• Create and process credit memos and bill-only invoices accurately, ensuring compliance with internal policies and proper documentation of adjustments and billing exceptions.
• Document all current processes with a focus on standardization to support continuous improvements and ongoing training efforts.
• Collaborate closely with the Logistics team to ensure accurate, timely, and seamless shipment of customer orders
• Identify & resolve operational issues affecting department performance and customer experience.
• Possess comprehensive knowledge of all departmental processes and cross-train with other Customer Service Specialists to effectively cover positions within the department.
• Demonstrate a continuous improvement mindset by identifying opportunities to enhance customer service processes, increase efficiency, and elevate customer experience.
• Develop and Manage reporting to review customer orders and maintain on time metrics
• Serve as a department liaison to other departments such as IT, Finance, Product Management, and Production

• Associate’s degree or equivalent work experience
• Minimum of 3 years of Customer Service Experience
• International Customer Service experience is a plus
• Prior experience with an AS400 System is a plus

• Proficient at Microsoft Office Word, One Note, Outlook, Teams, Excel

• Possess excellent communication, writing, and grammatical skills
• Ability to work independently while encouraging collaboration as a team
• Possess analytical, critical thinking, and problem-solving skills
• Must have exceptional organizational skills.
• Knowledge of basic billing practices is preferred
• Ability to learn proprietary software
• Ability to multi-task, prioritize, and manage time effectively.
• Multi-Lingual is a plus.

The base pay range for this role would be commensurate with experience: $24 to $28 per hour




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