Customer Support Specialist

Description

Customer Support Specialist

Location: Beachwood, OH

Hours: 8am – 4:30pm

About Helix Linear

Helix Linear Technologies designs and manufactures high-precision motion control systems for industries where performance matters most, including aerospace, medical devices, defense, and advanced automation. Our components power mission-critical applications, where reliability and precision down to ±0.0001 inches make all the difference.

We are in a phase of strategic growth, investing in R&D, advanced equipment, and new product lines such as aerospace-grade ball screws. Our clean, climate-controlled facility is built for precision, focus, and continuous improvement, and our team thrives on solving complex problems in a collaborative environment.

At Helix, we value ownership, technical excellence, and a growth mindset. If you’re motivated by meaningful work at the intersection of engineering, innovation, and manufacturing, and want to grow with a company shaping the future of motion control, we’d love to meet you.

About the Position

The Customer Support Specialist is the first point of contact for Helix customers. This role requires empathy, strong communication skills, and the ability to calmly guide customers through challenges, even when conversations are difficult.

You’ll manage order entry, open orders, late deliveries, and customer inquiries with professionalism and care. It’s a fast-moving environment: phones ringing, orders to process, production updates to track, and customers who depend on timely answers. The right person thrives here, multitasking without losing accuracy, building trust through clear communication, and staying composed under pressure.

Responsibilities

• Enter, process, and close customer orders and RMAs in Sales and Epicor ERP within 24 hours of receipt.
• Respond promptly (within 24 hours) to inquiries by phone or email, using active listening to provide clear, accurate answers.
• Proactively monitor open orders, anticipate delays, and update customers before issues arise.
• Partner with Production, Engineering, Quality, Finance and Shipping to gather information and resolve challenges.
• Handle difficult conversations with patience and empathy, keeping interactions solution-oriented.
• Build and maintain strong customer relationships.
• Support the sales team with quoting, order follow-up, and reporting
• Keep a log of customer calls, emails and conversations in salesforce and/or Epicor. 
• Responsible for general office support (phones, reception, mail, etc.)

What Success Looks Like

• Orders are accurate and put into the system on time. 
• Customers receive clear, professional responses within 24 hours.
• Difficult conversations leave customers reassured and confident in Helix.
• Internal teams see you as a trusted partner who communicates effectively.
• Customer trust and loyalty deepen through proactive updates.

Who You Are

• Customer-focused and empathetic. You listen actively, understand perspectives, and make people feel heard.
• You are a people person. You enjoy and get energy when you work with, help and speak with people. 
• Adaptable multitasker. You thrive in a fast-paced environment, balancing priorities with accuracy and attention to detail.
• Clear communicator. You explain information simply, stay calm under pressure, and handle difficult conversations professionally.
• Proactive problem solver. You anticipate needs, spot issues early, and work with teams to deliver solutions.

What You Bring

• Experience in customer service, inside sales, or customer-facing support (manufacturing or industrial environment preferred).
• Strong verbal and written communication skills.
• Proven ability to manage multiple priorities with accuracy and detail.
• Comfort with ERP/CRM systems (Epicor, Salesforce or similar) or ability to learn quickly.
• Familiarity with order entry, quoting, or sales support processes is a plus.
• A track record of building strong customer relationships through empathy, responsiveness, and reliability

Why Join Helix?

At Helix, you’ll find more than just a job, you’ll join a team built on professionalism, a winning attitude, responsiveness, continuous improvement, and teamwork. We offer competitive pay, comprehensive benefits, retirement plans, PTO, and most major holidays, along with steady daytime hours and flexible scheduling to support a healthy balance between work and life.

This is an opportunity to be part of a major growth story. Helix is investing in new technologies, advanced equipment, and the development of our people. By joining us now, you’ll have the opportunity to learn, grow, lead, and advance your career as we expand. You’ll work in a clean, safe, climate-controlled environment designed for precision and performance, alongside teammates who are driven to win and committed to continuous improvement every day.