Customer Support Specialist

ComtecNova North America is seeking a professional, organized, and customer-focused Customer Support Specialist to support customers throughout the complete order and delivery process. This role will serve as a primary point of contact for customers, distributors, contractors, sales representatives, and internal teams. The Customer Support Specialist will answer customer calls and emails, enter and process orders, confirm product availability, track shipments, follow up on open orders, resolve routine customer issues, and ensure customers receive timely and accurate communication. The ideal candidate is responsive, detail oriented, comfortable working with order-management and ERP systems, and able to manage multiple customer requests in a fast-paced environment. Location: Dallas–Fort Worth, Texas Company: ComtecNova North America Employment Type: Full-Time Key Responsibilities – Customer Service and Communication Answer incoming customer phone calls and respond to customer emails promptly and professionally. Serve as a primary contact for customer questions regarding orders, product availability, pricing, shipment status, invoices, returns, and delivery dates. Provide customers with accurate and timely updates throughout the order process. Follow up on customer requests and ensure open issues are resolved. Build strong working relationships with customers, distributors, contractors, sales representatives, and internal teams. Maintain a professional, helpful, and customer-focused approach during all interactions. Escalate technical, commercial, credit, or service issues to the appropriate team when necessary. Order Entry and Processing Receive customer purchase orders through email, phone, EDI, portals, or other approved channels. Enter sales orders accurately into the ERP or order-management system. Verify customer information, part numbers, quantities, pricing, shipping instructions, payment terms, and requested delivery dates. Review orders for accuracy and completeness before releasing them for fulfillment. Confirm orders with customers and provide expected shipment or delivery dates. Process order changes, cancellations, expedited requests, and special shipping instructions. Coordinate approvals for pricing exceptions, freight terms, credits, and other non-standard order requirements. Maintain accurate customer and order records. Order Follow-Up and Shipment Tracking Monitor open orders from entry through shipment and final delivery. Track inventory availability, warehouse processing, shipment status, carrier updates, and delivery confirmation. Proactively follow up on delayed, backordered, incomplete, or at-risk orders. Communicate shipment tracking information and delivery updates to customers. Coordinate with warehouses, logistics providers, carriers, and internal supply-chain teams to resolve shipment issues. Investigate missing, delayed, damaged, short-shipped, or incorrectly shipped orders. Ensure customers receive clear and realistic updates when delays occur. Maintain an organized open-order and customer follow-up list. Customer Issue Resolution Investigate and resolve routine customer concerns relating to order entry, shipping, pricing, product availability, and documentation. Coordinate returns, replacement orders, credits, freight claims, and warranty-related requests according to company procedures. Work with Finance to resolve invoice, payment, credit-hold, and account discrepancies. Work with Logistics and Demand Planning to address inventory shortages and delivery concerns. Work with Technical Support or Product Management when customers require product or application assistance. Document customer issues, actions taken, and final resolutions. Identify recurring customer problems and recommend process improvements. Sales and Internal Team Support Support sales representatives with order status, customer information, product availability, pricing documentation, and account follow-up. Coordinate with Sales, Finance, Logistics, Warehousing, Product Management, and Technical Support. Provide open-order, backorder, and shipment-status reports to internal stakeholders. Assist with customer onboarding, including account setup, shipping instructions, documentation, and system requirements. Support product launches, promotions, inventory transitions, and customer communications. Help maintain accurate customer contact, billing, shipping, and account information. Reporting and Process Improvement Maintain accurate records of customer communications, orders, returns, claims, and follow-up actions. Prepare regular reports covering open orders, backorders, customer issues, shipment delays, and order-processing performance. Monitor customer-service metrics and identify areas for improvement. Follow established order-management, documentation, and approval procedures. Recommend improvements to customer-service and order-processing workflows. Support ERP, CRM, customer-portal, and process-improvement initiatives. Maintain organized electronic records and supporting documentation. Key Performance Indicators Order-entry accuracy. Speed of order processing. Customer call and email response time. Open-order follow-up completion. On-time customer communication. Backorder and delayed-order follow-up. Customer issue resolution time. Order and shipment documentation accuracy. Customer satisfaction. Number of unresolved or aged customer issues. Accuracy of pricing, quantities, shipping instructions, and customer records. Required Qualifications High school diploma or equivalent; associate or bachelor’s degree preferred. Two or more years of experience in customer service, order processing, sales support, inside sales, logistics coordination, or a similar role. Experience entering and managing customer orders in an ERP, CRM, or order-management system. Strong written and verbal communication skills. Professional and confident telephone manner. Strong organizational skills and attention to detail. Ability to manage multiple customer requests, orders, deadlines, and follow-up activities. Proficiency in Microsoft Outlook, Excel, Word, and related business applications. Ability to work collaboratively across Sales, Finance, Logistics, Warehousing, and Product teams. Strong problem-solving skills and a sense of urgency. Ability to remain calm and professional when handling customer complaints or delivery issues. Preferred Qualifications Experience in HVAC, building controls, thermostats, electronics, wholesale distribution, manufacturing, or a related industry. Experience supporting distributors, contractors, OEM customers, or commercial accounts. Familiarity with purchase orders, invoices, shipping documentation, freight terms, returns, and credit processes. Experience working with third-party warehouses and transportation providers. Familiarity with ERP and CRM platforms. Experience supporting customers with technical or manufactured products. Bilingual communication skills are helpful but not required. Core Competencies Customer focused. Responsive and dependable. Accurate and detail oriented. Strong follow-through. Organized and able to prioritize. Clear and professional communicator. Comfortable working in a fast-paced environment. Collaborative and team oriented. Proactive in identifying and resolving problems. Accountable for completing customer requests from beginning to end. About ComtecNova North America ComtecNova North America develops and delivers innovative HVAC controls, connected products, smart-building technologies, and energy-management solutions. The company is expanding its North American operations and building a customer-focused organization designed to accelerate growth, improve service, and deliver a consistently high-quality experience to customers. ComtecNova North America is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law. #J-18808-Ljbffr