Customer Support Assistant

Job Description

Customer Support Assistant

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Owen Daniels is currently partnered with a international special purpose machinery business with a facility in the Cleveland area that supports customers across North America.

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About the Role

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Reporting to the Spares Administration Manager, you'll take ownership of a diverse range of responsibilities spanning spares support, service support, stores, office administration, and accounts liaison - working closely with the wider international team.

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Job Summary

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• Prepare and revise customer quotations and process spare parts orders from receipt through to dispatch
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• Check stock availability, monitor orders/back orders, and keep customers informed of delays or changes
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• Prepare picking lists, dispatch notes, and invoices, liaising with Accounts, Purchasing, and international colleagues
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• Arrange shipment collections with freight forwarders based on size, weight, destination, and urgency
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• Provide administrative support to the Service team, maintaining customer records in the MRP system
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• Assist with monitoring stock levels, warehouse picking/packing, and annual stocktakes
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• Answer incoming calls and provide general reception/office administration support
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• Prepare accounts information and liaise with the international Accounts team on customer payment queries
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• Actively assist with tele-sales campaigns for spare parts and service schemes
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• Maintain accurate, up-to-date filing of spares and service documentation
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Required and Desirable Experience

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• High school diploma or equivalent required; associate degree preferred
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• 3+ years' experience in order processing or customer service
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• Strong communication skills for liaising with worldwide customers
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• Computer literate (MS Office); experience with an integrated or SAP system a plus
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• Bilingual (Spanish) highly advantageous
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Key Details

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• Hours: Monday–Friday, 8:15am–5:00pm (40hr week)
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• 10 paid vacation days plus 10 federal holidays (increasing to 17 days with service), plus 4 paid absence days
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• 100% company-paid healthcare (medical, dental, vision, life) from day one
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• Subject to criminal background check and employment reference checks
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