Customer Support Specialist

About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

The (Customer Support Specialist) is responsible for tracking, managing, and following up on customer quotations across OTC Industrial Technologies’ broad portfolio of products, services, and engineered solutions. This role ensures timely communication with customers, supports sales growth, and helps convert open quotes into orders by maintaining a strong understanding of customer needs, timelines, and project requirements.

Core Responsibilities

• Monitor and track all open quotes across product lines including equipment, parts, repairs, engineered systems, and field services.

• Proactively follow up with customers via phone, email, or CRM to confirm receipt of quotes and gather feedback.

• Coordinate with inside sales, engineering, and operations to address customer questions, technical clarifications, and lead time updates.

• Document all customer interactions, follow-up activity, and quote status updates in the CRM or ERP system.

• Escalate high-priority or time-sensitive quotes to the appropriate sales or operations team members for quick resolution.

• Support quote-to-order conversion by identifying and removing potential roadblocks in communication or response time.

• Maintain regular reporting on quote conversion rates, customer response trends, and follow-up effectiveness.

• Collaborate with the sales team to prioritize strategic quotes or key accounts.

• Assist in updating customer contact lists, quote logs, and internal dashboards.

• Ensure all follow-up activity reflects professionalism and promotes a positive customer experience.

Qualifications

Soft Skills

• Strong written and verbal communication skills, with the ability to tailor messaging to different audiences.

  • Customer-Centric: You have a knack for listening deeply, asking the right questions, and providing tailored solutions.

  • Adaptable Under Pressure: You remain composed, organized, and efficient during high-volume periods.

  • Tech-Comfortable: You’re experienced with CRMs (e.g., Salesforce, HubSpot, Outreach), VoIP phone systems, and Shopify (or willing to learn).

  • Process-Oriented: You follow procedures with accuracy while maintaining a sense of urgency.

• Strong organizational and time management skills with the ability to manage a high volume of quotes and communications

• Ability to learn and consistently apply a structured qualification framework

• High degree of reliability and commitment to work, demonstrated by consistent attendance and adherence to scheduling requirements.

• High degree of resilience and self-discipline to thrive in a routinary environment, specifically throughout the critical transition from training to the production floor.

• Solid tenure and employment stability to demonstrate long-term reliability and commitment.

• Must be committed to working onsite as required.

Technical Skills & ISP Requirements

• Superior web navigation and computer skills

• Proficient with Microsoft applications, understanding technology and different software programs - outbound dialer, salesforce, HubSpot or similar CRM software and outreach a plus, scheduling on calendar day to day, zoom/google meetings/teams.

Experience, Education, Age

• Minimum of 2 years sales experience in a call center environment, with an experience in customer service, sales support or inside sales is required.

• Experience in industrial distribution, manufacturing, engineered systems, automation, electrical, air, fluid handling, or related technical industries preferred

• Cold calling, calling sequences, and live objection handling experience is preferred.

• Prospecting, lead qualification, and meeting booking experience is required

• Experience in CRM or ERP systems (e.g., Salesforce, Epicor, NetSuite)

• Familiarity with industrial equipment, automation systems, electrical systems, air compressors, fluid handling systems, rotating equipment, or engineered process solutions. Experience with quoting or estimating tools and systems is preferred.

• At least 2 years in College, any course or Senior High School graduate or its equivalent.

• Must be of legal age to work in the Philippines; minimum of 18 years old.