Customer Support Specialist

Customer Support Specialist

The Customer Support Specialist is responsible for managing high-volume inbound customer inquiries received through shared sales and customer support email queues. This role is critical to reducing customer response times, improving service levels, and ensuring a professional customer experience across all interactions.

This is a fast-paced, email-focused operational support role that requires strong written communication, organization, urgency, and attention to detail. The Customer Support Specialist will triage customer requests, respond to routine inquiries, route complex matters to the appropriate teams, and maintain accurate documentation of customer interactions. The ideal candidate is customer-focused, adaptable, process-oriented, and comfortable working within performance metrics in a high-volume operational environment.

The essential duties and responsibilities listed below are representative of the position and may be modified from time to time. Other duties, tasks, and work may be assigned.

1. Monitor and respond to inbound customer email inquiries within established service level agreements (SLAs)

1. Provide professional, accurate, and timely written communication to internal and external customers

1. Triage customer requests and route technical, pricing, logistics, or escalated matters to the appropriate department or team member

1. Support shared inbox management and backlog reduction initiatives

1. Prioritize customer inquiries based on urgency, impact, and operational requirements

1. Maintain accurate records of customer interactions, updates, and resolutions within company systems

1. Identify trends, recurring customer concerns, or workflow gaps and escalate appropriately

1. Collaborate cross-functionally with Inside Sales, Customer Service, Procurement, Operations, Technical Support, and other internal teams to resolve customer issues

1. Follow established company processes, workflows, and communication standards

1. Maintain confidentiality of sensitive customer and company information

1. Assist with special projects, operational initiatives, and workflow support as assigned

1. Support overtime, weekend, or surge coverage initiatives during periods of elevated customer demand

1. Maintain professionalism and responsiveness while working in a high-volume, deadline-driven environment

1. Participate in training, coaching, and continuous improvement initiatives

1. Utilize company systems, CRM tools, ticketing platforms, and AI-assisted workflow tools as introduced by the business

1. Demonstrate behaviors aligned with Radwell's ACE IT values: Accountability, Collaboration, Excellence, Integrity, and Transformation

Performance will be evaluated using operational, quality, attendance, and behavioral metrics, including but not limited to:

• Average customer response time
• Email throughput and productivity volume
• Backlog reduction contribution
• Accuracy and quality of customer communication
• Schedule adherence and attendance reliability
• Escalation accuracy and resolution quality
• Compliance with established processes and procedures
• Customer satisfaction and service quality indicators
• Team collaboration and responsiveness
• Participation in continuous improvement efforts

Specific goals and benchmarks may be modified based on operational business needs.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• High school diploma or equivalent required; associate's degree or prior customer support, inside sales, or administrative experience preferred
• 13 years of experience in a customer service, customer support, inside sales, order processing, or high-volume operational environment preferred
• Strong written and verbal communication skills with the ability to communicate professionally and clearly across multiple channels
• Ability to manage a high volume of emails, requests, and competing priorities in a fast-paced environment
• Strong organizational skills and attention to detail with the ability to maintain accuracy under pressure
• Demonstrated ability to prioritize work, problem-solve, and exercise sound judgment when escalating issues
• Comfortable working within performance metrics, service level expectations, and productivity standards
• Ability to learn and navigate multiple systems, platforms, and technologies efficiently
• Proficiency in Microsoft Office Suite, including Outlook, Teams, and Excel; experience with CRM, ticketing, or ERP systems preferred

Examples listed below but customize accordingly to the specific position

• Strong computer proficiency
• Ability to manage high-volume email queues and prioritize effectively in a fast-paced environment
• Attention to detail and accuracy in written customer communications
• Problem-solving abilityable to identify the appropriate resolution or escalation path for a wide range of customer inquiries
• Comfort with digital tools including CRM platforms, email ticketing systems, and remote communication tools

High school diploma or GED required

Associate's degree in Business, Communications, Customer Service, or a related field preferred

Minimum of 1 year of experience in customer service, inside sales support, administrative support, order processing, or a high-volume operational environment preferred

Experience working with shared inboxes, customer email queues, CRM systems, or ticketing platforms preferred

Experience in a manufacturing, distribution, technical service, or industrial environment is a plus

Previous experience working in a fast-paced environment with productivity and response-time expectations preferred

Equivalent combination of education, training, and experience may be considered in lieu of formal education requirements

None required for this position.

The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primarily works in an office or operational support environment
• Requires prolonged periods of sitting and working on a computer
• Frequent use of a computer, keyboard, mouse, telephone, and multiple software systems simultaneously
• Must be able to read, analyze, and respond to high volumes of written communication and electronic information
• Requires the ability to communicate effectively verbally and in writing
• May occasionally be required to stand, walk, bend, reach, or lift office materials up to 15 pounds
• Ability to maintain focus and productivity in a fast-paced, high-volume environment with frequent interruptions and shifting priorities
• Ability to work flexible schedules, overtime, weekends, or holiday coverage as business needs require
• Work may involve extended screen time and repetitive hand/wrist movement associated with computer usage
• The noise level in the work environment is typically moderate and may vary depending on operational activity levels

Compensation The recruiting base pay rate for this full-time position is $28.00-$38.00 per hour. Within the base pay range, individual compensation is determined by job-related skills, experience, and relevant education or training.

Work Schedule

Employee - Schedule - Hours

Person 1 - Sunday Thursday - 8am 5pm

Person 2 - Monday Friday - 8am 5pm

Person 3 - Tuesday Saturday - 8am 5pm

Radwell International