Customer Support Specialist

Customer Support Specialist

Phase Technologies | On-site Only (Not a Remote Position)

The Customer Support Specialist is responsible for providing responsive, accurate support to Phase Technologies customers while working closely with the sales team throughout the quoting and ordering process. This role serves as a primary point of contact for incoming customer calls and emails, prepares quotes, processes purchase orders, answers general product and order questions, and helps ensure customers are connected with the appropriate sales or technical resources.

The Customer Support Specialist plays an important role in keeping customer requests organized, accurate, and moving forward. This position works closely with sales engineers by gathering customer information, preparing documentation, supporting follow-up, and helping provide a smooth experience from initial inquiry through order processing.

Key Responsibilities:

• Customer Support: Serve as a first point of contact for incoming customer phone calls and emails. Provide friendly, professional, and timely assistance to customers, distributors, and partners.
• Sales Team Support: Work closely with sales engineers to support customer inquiries, prepare quotes, gather information, and help keep opportunities and customer requests moving forward.
• Quoting: Prepare and send accurate customer quotes using established product, pricing, and application information.
• Order Processing: Review, enter, and process customer purchase orders accurately and ensure all necessary information is complete.
• Information Gathering: Ask the right questions to understand the customer's request and gather the information needed for quoting, ordering, or further technical review.
• Product Knowledge: Develop a working knowledge of Phase Technologies products, applications, terminology, and ordering requirements in order to better support customers and the sales team.
• Technical Coordination: Recognize when a customer request requires additional technical expertise and connect the customer with the appropriate sales engineer or technical resource.
• Quote and Order Follow-Up: Assist with follow-up on quotes, order status, availability, lead times, shipping, and other customer requests.
• Accuracy and Documentation: Maintain accurate customer, quote, order, and account information within company systems.
• Internal Coordination: Communicate with sales, engineering, production, shipping, and other internal departments as needed to provide customers with accurate information.
• Problem Solving: Help resolve customer concerns by identifying the issue, gathering the necessary information, and involving the appropriate internal resources when needed.
• Customer Experience: Help ensure customer requests are handled promptly, accurately, and professionally from the initial inquiry through the ordering process.

Qualifications:

• Education: High school diploma or equivalent required. Additional education or experience in business, customer service, administration, manufacturing, or a related field is preferred.
• Experience: Previous experience in customer service, customer support, order processing, sales support, administrative coordination, or a similar role is preferred.
• Skills:
• Strong attention to detail and accuracy.
• Excellent written and verbal communication skills.
• Comfortable answering and managing incoming customer phone calls.
• Strong organizational and follow-through skills.
• Ability to manage multiple customer requests and priorities at one time.
• Comfortable working with pricing, part numbers, quotes, purchase orders, and detailed information.
• Ability and willingness to learn technical products and terminology.
• Ability to ask good questions and recognize when additional technical assistance is needed.
• Strong customer service mindset with a professional and helpful approach.
• Comfortable working with computer systems and learning new software.
• Ability to work independently and as part of a team.
• Previous electrical, industrial, manufacturing, or technical product experience is helpful but not required.
• Travel : Travel is not a regular requirement of this position but may be requested on rare occasions for customer visits, trade shows, training, or other business needs, including potential overnight travel.

Benefits:

• Competitive salary. (DOE).
• Health insurance.
• 401(k) with company match.
• Health Savings Account and Flexible Savings Account options.
• Clear career path with opportunities for professional development and growth.
• Paid time off and holidays.