Customer Support Spec

DESCRIPTION:  Monitor all incoming correspondence to the company’s general email account and input applicable information into Dynatect’s ERP system, per internal and external requirements, in accordance with established policy guidelines.

To accomplish this, it will require the Customer Support Specialist to:

1. Distribute and respond to all incoming correspondence to Dynatect’s company email.
2. Enter quotes, orders, and other information into the company’s ERP system.
3. Submit quotations for existing and repeating items.
4. Provide return authorization numbers.

The Customer Support Specialist’s PRIMARY RESPONSIBILITIES

1. Works in a safe and courteous manner.

1. Monitor all incoming correspondence to the company’s general email account.
2. Facilitate communication and collaboration across multiple departments by responding to or distributing emails to the appropriate individuals in a timely manner.
3. Perform order entry functions across applicable product groups.
4. Accurately enter estimate information into Dynatect’s ERP system and support the Inside Sales department by generating and submitting up-to-date quotations, as needed.
5. Create and modifies customer contracts, as required.
6. Ensure that all administrative information is accurate and correct.
7. Meet or exceed individual productivity, quality, and financial goals as assigned, measured by the department’s key performance indicators.
8. Provide return authorization numbers and instructions to customers and representatives who would like to send in their product for evaluation/quotation.

The Customer Support Specialist’s SECONDARY RESPONSIBILITIES

1. Schedule ship dates for customer orders within established guidelines, as applicable.
2. Actively support and participate in meetings, strategic initiatives, group goals, and continuous process improvement efforts.
3. Understand and adhere to the Customer Service department’s “backup” policies.
4. All other duties as assigned.

The Customer Support Specialist’s SUPERVISORY RESPONSIBILITIES:

1. None.

SKILLS AND ABILITIES

1. Proven record of stable work history and good attendance required.
2. Ability to communicate effectively both orally and in writing required.
3. Basic math skills are required.
4. Strong computer skills (database, word processing) and navigational ability among various business system software required.
5. Organizational skills to maintain files and records effectively required.
6. Previous telephone customer service or sales experience in a manufacturing environment is strongly preferred.
7. Accurate data entry skills. Prior experience with database systems preferred.
8. Knowledge of Microsoft Office Suite products (Word, Excel) to assist in developing and maintaining reports and data collection efforts preferred.

KNOWLEDGE AND EXPERIENCE

1. High School Diploma / GED or higher-level education required.
2. Previous Customer Service or related experience preferred.

TOOLS AND EQUIPMENT PROVIDED

1. Personal desktop computer or laptop computer.
   • Keyboard, mouse, etc. provided as needed.
2. Telephone.
3. Printer / Copier / Fax Machine.