Customer Support Specialist

Description

The Customer Support Specialist (CSS) is responsible for delivering exceptional customer support while serving as a key liaison between Sales, Manufacturing, Engineering, Supply Chain, and Administrative departments. This role manages customer inquiries, quotations, order processing, issue resolution, and cross-functional coordination to ensure high customer satisfaction and a positive brand reputation.

The ideal candidate will possess strong communication skills, a sense of urgency, customer advocacy, and a solid understanding of business processes within a fast-paced industrial environment.

Responsibilities

• Demonstrate dependability, professionalism, and punctuality.
• Maintain a strong commitment to quality and customer satisfaction for both internal and external customers.
• Utilize systems including SAP, Salesforce, Esker, BI, and other internal tools to support daily operations.
• Process customer inquiries, quotations, proposals, and sales orders accurately and efficiently.
• Prepare customer quotations based on application requirements, specifications, costing, and pricing guidelines.
• Coordinate with Supply Chain and Foundry Operations regarding material costs and product availability.
• Expedite proposals and orders through daily communication with Purchasing, Product Management, Production, Shipping, and Accounting teams.
• Administer customer purchase order entry and provide supporting documentation to departments involved in order execution.
• Maintain a professional company image through exceptional customer service and up-to-date product knowledge.
• Support pricing strategy development and customer negotiations as required.
• Resolve order discrepancies, customer concerns, and order-related issues in collaboration with Sales and Product Management teams.
• Manage assigned customer and territory order backlogs to ensure on-time delivery performance.
• Promote teamwork and collaboration within the customer support and solutions teams.
• Perform additional duties and special projects as assigned.

Qualification & Experience

• Bachelor’s degree in Business or related field preferred, or equivalent combination of education and experience.
• Minimum 3 years of experience in an industrial or manufacturing environment preferred.
• 3+ years of customer-facing experience working with direct customers, distributors, agents, or subsidiaries.
• Strong decision-making ability in high-pressure situations.
• Knowledge of: Costing and pricing, profit calculations, quote preparation, terms & conditions
• Familiarity with Incoterms and import/export documentation is a plus.
• Experience with Microsoft Office and SAP strongly preferred.
• Excellent written and verbal communication skills.
• Proven customer service and telephone communication experience.
• Experience working in fast-paced environments requiring urgency and multitasking.
• Understanding of accounting and finance principles from both company and customer perspectives.

Physical Requirements

• Regularly required to sit, use hands and fingers, reach with hands and arms, and communicate verbally.
• Occasionally required to stand, walk, climb, or balance.
• Must occasionally lift and/or move up to 30 pounds.
• Ability to climb stairs, ladders, and scaffolding at job sites and customer facilities.
• Must be able to communicate effectively in verbal interactions.