Customer Support Specialist

Customer Support Specialist

Waterford, NY (

Description

The Customer Support Specialist is a key member of our Inside Sales team. This role owns the customer experience from inquiry through order fulfillment by supporting B2B customers including distributors, rep firms, installers, and end customers with accurate order processing, product guidance, and problem resolution. This is a professional, office-based role (not a call center) with clear opportunities to grow into senior positions within Customer Service, Inside Sales, or Sales Operations.

Job Duties*:

• Serve as the first point of contact for customer inquiries and route complex issues to the appropriate internal partners as needed.

• Accurately process customer transactions including orders, quotes, and returns within our ERP/CRM systems.

• Document all customer interactions, including required follow-up and action items, in CRM to ensure visibility and continuity.

• Proactively follow up with customers after orders and quotes to confirm satisfaction, address questions, and resolve any issues.

• Determine customer requirements and expectations in order to recommend specific products and solutions.

• Provide timely product and basic technical information to support new and repeat sales.

• Recommend alternate products based on cost, availability, or customer specifications to maintain service levels and profitability.

• Educate customers on product terminology, features, and benefits to drive confident purchasing decisions.

• Prepare basic takeoffs based on plan review and specifications; develop system sizing, layout recommendations, and accurate bills of materials.

• Work closely with manufacturer representatives, wholesale distributors, and installers to prepare quotes, follow up, and close business.

• Maintain an expert level of product knowledge and application to support customers, reps, and internal stakeholders.

• Partner with Sales, Marketing, Operations, and Warehouse teams to ensure accurate and on-time delivery for customer orders.

• Identify and communicate customer needs, trends, and sales opportunities to support future growth and product development.

• Manage time effectively, meet personal and team goals, and contribute to a collaborative, solutions-oriented team culture.

• Support process improvements related to order accuracy, response times, and customer experience.

• Perform other duties as assigned.

*Note: This job description is intended to provide an overview of the responsibilities and qualifications for this role. It is not exhaustive, and the employee may be asked to perform other duties as necessary to support the needs of the organization.

Requirements

Experience and Required Skills:

• High School diploma or GED required, associate's degree or higher in communications, business, marketing, or a related field is preferred.

• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).

• Excellent interpersonal, written, and verbal communication skills.

• Strong attention to detail and accuracy in data entry, order processing, and documentation.

• Ability to manage multiple priorities, stay organized, and follow through on commitments.

• Professional, customer-focused mindset with the ability to remain calm and solutions-oriented.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods sitting at a desk and working on a computer.

• Ability to lift up to 25lbs.

• Requires sufficient hand, arm, and finger dexterity to operate computer keyboard or other office equipment.

• Requires speaking and hearing ability sufficient to communicate in person or over the phone.

• Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus.

• Frequently Sitting, standing, walking, keyboarding

• Required to wear Safety Glasses & Steel/Composite toe shoes while in Warehouse or Manufacturing Areas

Salary Description

$23 - 30 / hour