Customer Support Specialist

The Customer Support Specialist provides cross-functional support across customer service, sales, engineering, product, purchasing, and warehouse operations within a wire and cable sales and distribution environment. Manages customer communications, supports order processing, and coordinates material and production requirements, while delivering technical and product-related assistance. Ensures accurate information flow between departments to support efficient operations and high customer satisfaction. Customer & Order Fulfillment Serve as a primary point of contact for customer inquiries, order status updates, and service‑related requests. Manage orders and change orders in customer portals. Communicate and manage customer inquiries related to shipment tracking, invoicing and credit requests. Process customer orders, changes, and returns in accordance with company policies and ERP procedures. Investigate and resolve customer issues related to shipments, documentation, and product performance. Maintain professional communication, manage all call center calls and ensure timely follow‑up on all customer matters. Sales Support Locate and firm appropriate quotations and pricing proposals in Salesforce, determine product availability for customers and sales personnel. Manage price discrepancies by routing quote requests via email and phone to the appropriate sales professional. Assist with product availability and lead times based on customer requirements and available inventory. Support sales by communicating discrepancies, managing shipping instructions, providing timely customer support, managing and communicating follow‑up activities and needs. Warehouse Coordination Communicate order priorities, special handling requirements, and shipping instructions to warehouse personnel. Verify inventory availability and coordinate with warehouse and purchasing teams to address shortages. Assist with preparation and accuracy of shipping documentation, including specified shipping instructions and customs paperwork and certifications needed. Coordinate with the warehouse all emergencies, same day deliveries from rate shopping, in transit communication and delivery follow up to both sales professional and customer. Manage and resolve shipping/delivery issues as appropriate. Support inventory control activities, validating available inventory and material lengths based on customer need. Engineering Collaboration Review and interpret engineering quotes and orders, determining new and recurring opportunities in Salesforce, validating drawing requirements, determining necessary technical documentation. Communicate customer requirements on engineered orders for evaluation of custom or modified products. Communicate with engineering regarding customer feedback related to timing of quote completion and drawing approvals. Purchasing Support Coordinate with purchasing availability of product from cable, components, custom cord-sets and engineered parts to determine appropriate lead times and communication to both the customer and sales Communicate lead times based on material requirements, production schedules and inventory levels. Resolve discrepancies related to pricing, quantity, or material quality in coordination with the purchasing team. Product & Technical Coordination Collaborate with the Product team in response to customers needs for technical guidance on wire and cable construction, applications, ratings, and standards (UL, NEC, MIL‑SPEC, etc.). Assist customers and sales teams by utilizing the product teams to determine technical information, recommendations for product substitutions, lead times and pricing. Vette product issues, installation questions, and performance concerns, coordinate with both sales and the customer to address their concerns. Qualifications: Bachelor’s degree in business, or related field preferred; equivalent experience considered. 3–7 years of experience in customer service, technical support, purchasing, or operations within a manufacturing environment. Experience in wire and cable manufacturing or electrical products strongly preferred. Proficiency with ERP systems and Microsoft Office applications. Strong analytical, organizational, and communication skills. Demonstrated ability to work cross‑functionally and manage multiple priorities. Working Conditions Full-time position with standard office hours. Flexibility may be required to support business needs This position is eligible for Hybrid work policy Occasionally lift up to 25lbs Read technical documents and operate standard office equipment TPC Wire & Cable Corp. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.