Position Overview

We’re seeking a Customer Support Specialist to act as the primary connection between our company and our clients—both internal teams and external customers. This role focuses on delivering outstanding service, ensuring customer needs are fulfilled efficiently, and communicating promptly whenever challenges arise.

Key Duties and Responsibilities

As a Customer Support Specialist, you’ll collaborate with our sales representatives, channel partners, and other internal departments to provide seamless service. Core responsibilities include:

• Managing and responding to inquiries with clarity and professionalism.

• Aiming to resolve questions or issues at the first point of contact whenever possible.

• Handling inbound and outbound customer calls and emails.

• De-escalating tense situations and maintaining a calm, customer-focused demeanor.

• Building and maintaining positive, long-term relationships with clients.

• Reviewing customer orders and verifying accuracy before processing.

• Performing precise data entry for sales orders and related documentation.

• Managing multiple shared inboxes for purchase orders and order confirmations.

• Keeping customers informed about order status, delays, and shipping updates.

• Setting up and maintaining new customer accounts in company systems.

• Collecting and organizing sales tax exemption documentation.

• Ensuring compliance checks are completed for all billing and shipping addresses.

• Investigating and resolving pricing, tax, or freight discrepancies; issuing credits when appropriate.

• Assisting with credit release requests to prevent order shipment delays.

• Expediting urgent or high-priority orders through the production process.

• Gaining solid product knowledge and understanding how to locate technical or service information.

• Keeping internal systems up to date with accurate customer and order details.

• Knowing when to escalate issues and directing them to the correct internal contact.

• Participating in ad hoc or cross-departmental projects as needed.

Required Qualifications

• High school diploma or GED required.

• Additional education or college coursework preferred.

• Minimum of two years in a customer service or order management role.

• Experience in a manufacturing environment or with ERP/JDE systems a plus.

• Comfortable using Microsoft Office applications (Excel, Word, PowerPoint).

• Strong keyboarding and data entry accuracy.

• Familiarity with online research tools and general computer applications.

• Intermediate math ability.

Core Competencies

• Team-oriented mindset and adaptability in a dynamic environment.

• Ability to prioritize and manage multiple tasks effectively.

• Strong written and verbal communication skills.

• Excellent time management and organization.

• Attention to detail with a focus on accuracy and efficiency.

• Professional demeanor when interacting with customers and colleagues.

• Willingness to work extended hours occasionally when needed.