Customer Support Specialist I

KSB is a leading supplier of pumps, valves and related service. Our reliable, high-efficiency products are used in applications wherever fluids need to be transported or shut off, covering everything from building services,industry and water transport to waste water treatment, power plant processes and mining. Founded in 1871 in Frankenthal, Germany, the company has a presence on all continents with its own sales and marketing organisations and manufacturing facilities. Around the globe, more than 190 service centres and around 3,500 service specialists are on hand to provide local inspection, servicing, maintenance and repair services under the KSB SupremeServ brand. Innovative technology that is the fruit of KSB’s research and development activities forms the basis for the company’s success.
People. Passion. Performance. It is these three success factors that make KSB the company it is today.
At KSB, we recognise that it is people who actually make the difference – the people we employ and the people we serve. This is why we are committed to equal rights and treatment worldwide and never lose sight of the aspects ecology and sustainability when manufacturing our products.

Customer Support Specialist

KSB GIW, Inc.

Department: Sales
Reports to: Customer Support Supervisor
Location: Grovetown, Georgia
Shift: 1st

FLSA Status: Salary Exempt

OVERVIEW: As a Customer Support Specialist, you play a key role in driving spare parts sales by delivering superior customer service. You will serve as the first point of contact for customer inquiries, providing timely quotes, processing orders, and updating customers’ status on orders. Your daily objectives center on clear, accurate communication and effective order management, ensuring customers receive both the right materials and essential information. In addition to order-related responsibilities, you will also perform critical administrative duties that contribute to the success of the sales team.

RESPONSIBILITIES:

Parts Quotations

Respond promptly and professionally to Requests for Quotations (RFQs).

Provide comprehensive quotes, including recommended parts, pricing, lead times, delivery schedules, and applicable terms and conditions.

Ensure all quotations are accurate and distributed to relevant parties in a timely manner.

Create and maintain part numbers, pricing, and customer details in the system as needed.

Parts Orders

Receive and validate customer purchase orders for accuracy and completeness, ensuring all quoted or contractual details match.

Assist customers in reconciling purchase orders with GIW-submitted quotes/contracts, resolving discrepancies before order processing.

Accurately draft, issue, and communicate sales orders after purchase order validation.

Manage the processing, documentation, and timely release of sales orders to appropriate teams.

Ensure expedited and rush orders are accurately updated in the system for timely material release.

Maintain open communication with Warehouse/Materials Management, Purchasing, Operations, Marketing, Engineering, and Customers to ensure delivery requirements are met.

Enforce GIW’s terms and conditions, including cancellation and restocking fees when applicable.

Administrative Support

Release available material in the ERP system and communicate delivery orders to the warehouse team weekly for further processing.

Maintain orderly and accurate order files in accordance with GIW procedures and guidelines.

Investigate and resolve customer issues related to deliveries, shipping, or order status, providing supporting documentation as needed.

Collaborate with Accounts Payable to resolve pricing discrepancies.

Provide timely status updates and weekly order status reports to key stakeholders.

Assist Sales and Strategic Account Managers with customer cross-reference files, consignment accounts, and long-term parts contracts as required.

Provide backup support to colleagues as needed.

Complete assigned duties and responsibilities within designated timeframes, keeping the manager informed of any issues or irregularities.

General

Maintain consistent compliance with all GIW policies and procedures.

Adhere to QHSE (Quality, Health, Safety & Environment) guidelines to promote a safe, organized, and healthy workplace.

Serve as the primary point of contact for your assigned region/customers, supporting all relevant stakeholders.

Demonstrate accountability, courtesy, professionalism, and timeliness in all interactions.

Build and nurture relationships with customers and colleagues that contribute positively to GIW’s service culture.

QUALIFICATIONS:

Education: College degree preferred.

Experience: Preferred: 2–5 years of experience supporting customers and sales channels for a global company in an inside customer service or inside sales role within the industrial sector.

PHYSICAL REQUIREMENTS:

Primarily desk based duties

KSB GIW, Inc. is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. KSB GIW, Inc. makes hiring decisions based solely on qualifications, merit, and business needs at the time. 

KSB Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. KSB makes hiring decisions based solely on qualifications, merit, and business needs at the time. 

We value employees who take the initiative and are committed to our company; Employees who take responsibility and for whom business success is the focus of their actions. In return, we offer fair framework conditions for collective wages and pensions, flexible working time models, individual training opportunities and the best career prospects.