Customer Support Specialist (Industrial)

SUMMARY : The Customer Support Specialist is the primary point of contact for customers, providing support and information on company products and services. They resolve customer issues, communicate solutions, and gather necessary information to address inquiries. By coordinating with other departments, they ensure customer needs are met. This role is crucial for maintaining customer satisfaction and loyalty. The position reports to either the Customer Service Supervisor or CS Manager for their region.

PRIMARY DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each primary duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary duties.

• Responsible for managing the Customer Order process from quote to payment, as well as maintaining the customer account records ensuring all interactions, quotes, orders, order status, and various specific customer requests are handled accurately.
• Participates and responds to incoming customer interactions through phone, email, online chat or in person pertaining to pricing, delivery, order status, invoice inquiries and technical questions daily. Inquiries may also include extensive fact gathering and research requiring follow-up communication to the customer in a timely manner.
• Sourcing pricing and delivery options from various suppliers, establishing part numbers, and determining customer sell prices in consultation with the sales representative to recommend pricing for the item and/or customer.
• Resolves problems by using product knowledge to address customer issues and concerns, and providing solutions for various situations, including procurement, to best satisfy the customer’s needs.
• Utilize research skills to troubleshoot customer problems using different product offerings or services available.
• Collaborate with internal teams such as: Supply Chain, Sales, and Customer Service to ensure efficient order processing and fulfillment
• Ensure a high level of customer satisfaction by addressing concerns and providing proactive communication.

QUALIFICATIONS: The requirements listed below are representative of the education, experience, skills and/or abilities required. An individual must meet the minimum requirements as listed in each Qualifications subsection.

EDUCATION:

• Bachelor’s degree in Industrial Distribution or equivalent amount of education and related experience is preferred.

Requirements

EXPERIENCE:

• Two to five years of customer service-related experience in a technical or industrial field is required.
• Intermediate skill level experience using distribution or manufacturing software involving sales order entry, inventory availability, purchase order inquiry, scheduled and acknowledged dates, open and converted quotations, and customer A/R account status; experience with these operations in a Profit 21 environment is preferred

SKILLS & ABILITIES:

• Excellent communication skills in both verbal and written, including the ability to understand technical requests and provide accurate product recommendations.
• Strong problem-solving skills.
• Ability to build relationships with both customers and suppliers.
• Product knowledge is preferred but not required.
• Aptitude to learn, grow, and use vendor websites for product knowledge base.
• Multi-tasking and prioritization skills.
• Organization and attention to detail.

PHYSICAL DEMANDS: The work is sedentary, requiring extended periods of sitting or standing to perform the work. There may be some infrequent movement from area to area to transport items weighing no more than 15 pounds.

WORK ENVIRONMENT : While performing the primary duties of the job, the employee is regularly exposed to general office environment. On occasion, the employee may be required to enter the warehouse or industrial customer site environment, where noise, temperature and hazard levels vary. Occasional overnight travel may be required. Work outside normal business hours is required from time to time.

This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with it.

Evolution Motion Solutions is an Equal Opportunity Employer