Customer Support Specialist

Job Description

OVERVIEW:

The Customer Support Specialist is a key member of the customer support, spare parts, and service coordination team. This role is responsible for developing and maintaining strong customer relationships, managing customer inquiries, creating quotations, processing orders and invoices, and coordinating with internal teams to support parts, service (onsite and remote), and operational needs. The Customer Support Specialist must remain attentive to customer needs while ensuring accurate, timely, and professional support across all customer interactions.

Key Responsibilities:

• Serve as the primary point of contact for incoming customer requests related to parts, service, and general support for all Comecer equipment.
• Respond to customer inquiries promptly and professionally via email, phone, and customer portals.
• Serve as the primary internal and external coordinator of onsite activities for both installation and service. This includes coordinating all parties, tools, parts, etc. and maintaining the schedule roughly one quarter in advance.
• Manage customer accounts, including assistance with parts identification, service requests, and order status.
• Create, review, and communicate quotations, purchase orders, and sales orders.
• Process orders, invoices, returns, and warranty claims within ERP/CRM systems and customer portals.
• Review open sales order reports regularly and proactively follow up on upcoming and past-due orders.
• Expedite orders with purchasing, manufacturing, logistics, and suppliers as required.
• Order parts from domestic and international suppliers as needed.
• Collect, update, and submit customer and order information for internal systems and customer account setup.
• Communicate clearly with customers regarding order status changes, delivery impacts, RMAs, and technical requests.
• Operate effectively in a cross-functional team environment, supporting colleagues as needed.
• Coordinate with internal departments including field service, warehouse, logistics, accounting, sales, and engineering.
• Assist Field Service Technicians with parts ordering and coordination for service calls.
• Support departmental sales objectives and performance targets.
• Assist with collection of outstanding invoices as assigned.
• Perform other departmental and company tasks as assigned.

Qualifications

Qualifications:

• 3-5 years of experience in a customer support or customer service role, preferably in a business-to-business manufacturing or technical environment.
• Experience with order processing, inside sales, and customer account management.
• Proficiency with ERP and CRM systems, and ability to learn new software tools.
• Strong customer relationship and communication skills.
• Ability to multitask, prioritize, and make timely, efficient decisions with minimal supervision.
• High ethical standards and ability to operate effectively in a fast-paced environment.
• High school diploma or GED required; associate degree or higher preferred.
• Excellent organizational and administrative skills.
• Must be able to work in a multi-disciplined environment, often under pressure and strict time constants. Experience in dealing with customers to resolve problems is required.
• Driven continuous improvement mentality and experience with conducting problem-solving exercises, root cause analysis and successful implementation of initiatives.
• Requires excellent interpersonal and communication skills with fluency in English both written and oral
• Possesses excellent time-management skills with ability to co-ordinate multiple projects at a time.
• Resilient, ability to remain calm under pressure, self-driven, attentive to detail, consistent, and process driven.
• Proficient with Microsoft software tools including Word, Excel and Power Point, Outlook, etc.
• Must be eligible and able to travel domestically & internationally within 30 days from hire date and legally eligible to operate a vehicle, as this is an essential job function.

Job Specifications:

• The employee may be required to stand, walk, push, pull, reach overhead, and bend to the floor.
• Exert up to 50 pounds of force occasionally, and/or exert up to 10 pounds of force frequently.
• Visual Acuity - Normal requirements for reading written instructions and computer screens
• Hearing Ability - Normal requirements for understanding verbal instructions.
• Working Conditions - The employee is subject to a normal office environment with occasional exposure to high noise levels and/or physical hazards when visiting customer facilities.
• Capable of wearing appropriate related PPE for extended periods of time.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.