General Requirements

This position requires an individual that is detail oriented and is capable of working in a fast-paced environment. Responsible for communication with distributors and end users. Ensures that all company policies and procedures are followed.

Reports to: Customer Support Manager

Knowledge/Education/Experience:

Minimum of 2-4 years of experience working in a Customer Support environment.

Bachelor’s Degree preferred.

Familiarity with Microsoft Office – Word, Excel, and Outlook.

Strong organizational, problem-solving, and analytical skills

Ability to articulate thoughts and ideas in writing and verbally in a clear, concise manner.

Confident and consistent demeanor when dealing with peers, staff and external parties.

Versatile, flexible, and able to handle multiple products and meet deadlines in a dynamic environment.

Ability to use ERP tools to access customer support modules and other information.

Essential Functions:

Communicating directly with distributors and end users to assist with technical, application, and product knowledge support via phone, email and live chat.

Ensuring that sales order transactions are closed accurately within a timely period.

Overseeing the calculation and validity of all customer quotations.

Works collaboratively with representatives from other departments to resolve customer support issues and make recommendations for continual improvements.

Investigates warranty claims to ensure the highest degree of customer resolution with company policies.

Additional Responsibilities:

Order Entry.

Update and/or enter formal quotes/bid packages.

Expedite customer orders.

Competitive crossover of part numbers.

Order scheduling (CTP).

Monitor Customer Support dashboards

Order maintenance.

Back up to absent staff.

JD-CSS0421

Rev 00

Job Description

Customer Support Specialist

Review orders and create jobs.

Actively involved in Small Account Growth.

Assist Regional Sales Managers

Monitor RMA and RFQ emails.

Custom dial paperwork.

Refer end users to the appropriate authorized distributor.

Other responsibilities as determined necessary.