Customer Support Specialist

Job Description

Job Description

The Customer Support Specialist is responsible for acting as a liaison between customers and the Supply Chain Team (SCT). In your role as the Customer Support Specialist, you will apply your expertise to our Customer Service platform. Working within the SCT organization, your ability to manage and evaluate customer data will be instrumental in delivering key information to the customers and Hitachi management. You will be responsible for evaluating information from multiple platforms to provide information to internal and external customers.

Additionally, your ability to clearly communicate that information will be vital. Your customer service acumen will help you excel in this role as you maintain customer relationships and interface regularly with the other departments across the organization.

You will interact with customers regarding quoting, sales orders, shipping, and invoicing. In addition, you will work closely with SCT members to complete tasks related to the above.

This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint. Focus of work can be in pre-sale, post-sale or both.

PRIMARY RESPONSIBILITIES

· Provide support to all customers including internal and external.

· Process customer sales orders, shipments, and invoicing.

· Assist in the quote process including Request for Quotations (RFQs)

· Provide After-Hours customer order fulfillment on a Bi-Weekly basis (7 days on/7 days off). This includes nights, weekends and holidays (i.e. Thanksgiving, Christmas, New Year’s).

· Attending and hosting meetings as required by business need.

·

· Present data to management, customers and SCT.

· Work closely with all departments to ensure procedures are followed.

· Maintain accurate data in multiple business platforms.

· Interface with business users

· Additional duties as assigned.

EDUCATION, LICENSES, AND/OR CERTIFICATION REQUIREMENTS

· 4 year degree in business, finance, or related field. Work experience will be considered in lieu of degree.

EXPERIENCE AND TRAVEL REQUIREMENTS

· 2-3 Years’ experience in Customer Service, Inside Sales/Marketing or Inventory Planning environment or educational equivalent.

SKILLS AND ABILITIES REQUIREMENTS

· Must speak, read, and write English.

· Must be proficient in MS Excel, SAP, and Outlook

· Have excellent verbal and written communication skills

· Must be able to work independently

· Must be able to work within a Team Environment

· Able to work the required shift, as determined including after-hours coverage.

· Must be punctual and dependable

· Strong interpersonal and communication skills.

· Able to prioritize tasks and be flexible.

· Able to follow directions from management.

· Must be able to train as needed other Supply Chain Team members

· Must be able to respond to the needs of the Supply Chain Team as needed

SAFETY REQUIREMENTS

· N/A

POSITION - SAFETY RISKS AND HAZARDS

· N/A

EQUIPMENT REQUIREMENTS

Include any protective equipment that must be worn, e.g., ear protection, safety glasses.

· Dependable home internet connection.

· Home office setup including a minimum of two monitors that allows for confidential and uninterrupted communication with customers and others. This includes video and audio communication.

PHYSICAL AND MENTAL REQUIREMENTS

· Ability to communicate and receive communication via telephone, computer and e-mail with or without accommodations.

· Ability to utilize equipment i.e. phone, computer, copier with or without accommodations

· Ability to meet the physical demands of being On-call, including but not limited to, 24/7 after -hours coverage, replying to customer requests in a timely manner without interference, answering after-hours calls without effecting regular work schedule

· Ability to lift up to 15 lb. without accommodations.

· To move from place to place with or without accommodations.

The above job description has been designed to indicate the general nature and level of work performed by employees with this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

ES&H Technical Services, L.L.C. is an affiliate and a division of ES&H. Specifically; it is a semiconductor consulting company and a staff augmentation company offering high quality services at modest prices.
ES&H Technical Services, L.L.C. provides professional domestic engineering and technician personnel throughout the United States. Our customers include Semiconductor Original Equipment Manufacturers (OEM) and Integrated Devise Manufacturers (IDM).

Company Description

ES&H Technical Services, L.L.C. is an affiliate and a division of ES&H. Specifically; it is a semiconductor consulting company and a staff augmentation company offering high quality services at modest prices. \r\nES&H Technical Services, L.L.C. provides professional domestic engineering and technician personnel throughout the United States. Our customers include Semiconductor Original Equipment Manufacturers (OEM) and Integrated Devise Manufacturers (IDM).