Customer Support Specialist

Customer Support Specialist (CSS)

The Global Electronics Association seeks a Customer Support Specialist (CSS), 2nd Shift, 2 pm–11 pm. The CSS provides service and support for customer and member orders, membership, and technical support. Ensure a high level of customer satisfaction. Educate customers about products and services and cross-sell. Guide customers to online resources. Monitor issues, provide necessary follow-up, and maintain consistent service.

Responsibilities

Phone Support

• Apply product, service, and policy knowledge to address caller questions, complaints, and issues.
• Deliver prompt, accurate solutions that make customers and members feel valued.
• Listen, clarify, and de-escalate upset customers and members.

Order Processing

• Process orders accurately and ensure same-business-day responses.
• Manage portal orders and PO invoices.
• Review member POs and request corrections or missing details.
• Attach POs and correspondence to term orders; send confirmations and receipts.
• Resolve backorders, coordinate fulfillment, and update customers on ship dates.
• Resolve shipping issues, including customs and invalid accounts.
• Verify quality complaints and report them to fulfillment.
• Approve web orders within the expedited SLA.
• Process exchanges, returns, authorizations, and credit memos.
• Document order status in case notes.

Case Management and Technical Support

• Verify and update customer records before processing transactions, creating records when needed.
• Resolve DRM issues by resetting files and explaining restrictions.
• Report website issues and submit helpdesk tickets.
• Resolve failed payments.
• Apply payments to order and membership quotes and invoices.
• Partner with accounting to resolve order and billing issues.
• Research credit holds and advise customers.
• Complete Vendor Setup forms and secure required approvals.
• Answer technical questions about IPC Standards.
• Follow up on assigned cases using documented procedures.
• Build trust with customers, members, and internal teams.
• Recommend products and services that meet customer needs.
• Resolve inquiries or escalate them to the support lead or colleagues.

Certification Support

• Support IPC trainers, training centers, and individuals.
• Help customers with certification, training, and testing platforms.
• Meet trainers' urgent needs during classes.
• Resolve exam and grade issues for students and trainers.
• Resolve tickets with accurate certification and training guidance.
• Resolve customer certification issues.
• Correct certification data and sync exam funds as needed.

Membership Support

• Answer membership questions by email and phone.
• Explain benefits, recommend membership options, and support member resources.
• Process new and renewed memberships within the expedited SLA.
• Coordinate membership issues with regional teams.
• Support management, teams, and assigned projects.
• Support APEX EXPO and other events as needed.
• Review NetSuite workflows, recommend improvements, and test updates.
• Represent the customer's voice on cross-functional teams.

Requirements

• Must be able to work 2nd shift, 2 pm–11 pm, M–F. Training for the first 3 months will be 8 am–5 pm.
• High school diploma or equivalent.
• At least 3 years of customer service experience.
• Extensive knowledge of IPC standards (training provided).
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively.
• Strong Microsoft Office and CRM software such as Salesforce, NetSuite, or Microsoft CRM skills.
• Proficiency with standard office equipment, including headsets, phones, and computers.
• Preferred: Customer service certification or related education.
• Preferred: IPC Trainer certification or equivalent standards knowledge.
• Preferred: Order and financial transaction processing experience.
• Preferred: NetSuite or Salesforce experience.

Global Electronics Association is an Equal Opportunity Employer offering a competitive salary and excellent employee benefits. The Association has a hybrid work environment, with one day per week in the Bannockburn, IL office.

The pay range for this position is $25+ per hour. The Association considers education, experience, internal equity, and other qualifying criteria to determine starting payrates. In addition to compensation benefits, Global Electronics Association offers a variety of health and welfare benefits, based on eligibility, including job status/hours worked each week.

The Global Electronics Association, formerly known as IPC, is the leading voice of the $6 trillion global electronics industry. Since 1957, we've supported the growth and success of more than 3,000 member companies across the electronics supply chain, from design and printed boards to advanced packaging, assembly, and testing.

As a member-driven organization, we deliver internationally recognized standards, trusted certification programs, workforce education, market intelligence, and public policy advocacy to strengthen and advance the global electronics ecosystem. Our mission is to enable better electronics for a better world through smarter collaboration, resilient supply chains, and shared innovation.

With global headquarters in Bannockburn, Illinois, the Global Electronics Association has operations in Belgium, China, Germany, India, Japan, Korea, Malaysia, Mexico, Taiwan, and the United States and a presence across dozens more countries to support its members.