Customer Support Specialist (CSS)

Job Summary:

As a Customer Support Specialist, you will play a critical role in enhancing the client experience and driving customer satisfaction and loyalty. Operating with defined sales accounts and in close collaboration with Project Managers and Project Engineers, you will take ownership of the entire customer order fulfillment process and project administration process.

This includes order processing, vendor coordination, proactive communication, and documentation.

Principal Duties and Responsibilities:

• Own the complete project administration process and order cycle: processing, product assembly coordination, shipment, invoicing, and supporting collections as needed.
• Coordinate with suppliers and internal teams to procure materials and components necessary for order fulfillment.
• Work closely with the Project Engineering team and Documentation Specialist to manage customer expectations and milestones.
• Escalate technical issues to the Project Engineer while maintaining ownership of non-engineer-related tasks.
• Communicate proactively with internal teams to ensure seamless customer service.
• Initiate contact, guide clients through the sales process, and present solution options.
• Provide timely updates and reporting to Project Engineering Team and respond to client inquiries via phone and email.
• Investigate issues within the business system and propose creative solutions.
• Balance multiple responsibilities to maximize productivity and client outreach.
• Partner with Project Engineers and the broader sales team to support territory goals.
• Participate in structured learning activities to build product knowledge, industry insight, and sales acumen.
• Apply acquired knowledge consistently in daily operations.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Travel

Occasional travel may be required.

Physical Demands:

• This is largely a sedentary role; however, some filing is required.

Qualifications:

• Bachelor’s degree or equivalent experience (2+ years in a related industry or training).
• Minimum 3 years of customer service experience in a B2B environment with use of computerized order entry, order processing and invoicing systems or similar/equivalent, along with Microsoft Office (Excel, Word, and PowerPoint), Microsoft Project and computer networks.
• Microsoft Office programs (i.e. Excel, PowerPoint, Outlook and Word).
• Working knowledge of CRM programs preferable.
• Effective interpersonal and communication (oral & written) skills required.

Equal Opportunity

Employer/Protected Veterans/Individuals with Disabilities

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