Customer Support Specialist

At A. Stucki Company, we’re all about innovation, engineering excellence, and keeping the rail industry on track—literally! Founded in 1911, we’ve evolved into a powerhouse of businesses delivering cutting-edge parts and services for rail systems worldwide. From dynamic control products and brake system components to springs, bearings, and track infrastructure, we’ve got rail covered. But we don’t stop there—our services include remanufacturing, repair, and more. Over a century strong, we’re redefining what it means to move the world forward, one railcar at a time.

What sets us apart?

Global Impact: Be part of a team that's making waves on a global scale. Your work at A. Stucki Company will contribute to solutions that transcend boundaries and impact lives.

Collaborative Culture: We value teamwork and collaboration. Our open-door policy ensures that your ideas are not only heard but valued. Together, we build the future.

Continuous Learning: Embrace a culture of continuous improvement. At A. Stucki Company, we invest in your professional development, providing resources and opportunities to help you reach new heights.

Diversity and Inclusion: We celebrate differences and believe in the strength of diversity. Join a workplace that encourages individuality and values the unique perspectives each team member brings.

We are seeking an engaging and detail-oriented Customer Support Specialist to join our Commercial Operations team. The individual will play a critical role in ensuring timely, accurate, and customer-focused execution of the order fulfillment process. This role manages orders from entry through delivery, serving as a key liaison between internal teams and customers. Success in this position requires strong attention to detail, proactive communication, and the ability to navigate cross-functional collaboration.

Key Responsibilities:

Order Processing and Management

• Accurately enter and manage customer orders through the ERP system, ensuring completeness and compliance with internal guidelines.
• Confirm order details including pricing, inventory status, delivery schedules, and customer terms.

Customer Communication

• Communicate proactively with customers regarding order status, delays, and updates.
• Respond to customer inquiries with professionalism, ensuring timely and effective resolution.

Issue Resolution and Escalation

• Identify and resolve order discrepancies, inventory issues, and delivery delays.
• Escalate complex or high-priority issues to the Order Management Manager and collaborate to ensure resolution.

Cross-functional Coordination

• Work closely with Inside Sales, Customer Success, Supply Chain, and Logistics to coordinate smooth order fulfillment.
• Ensure information flows effectively across departments to meet customer expectations.

Documentation and Compliance

• Maintain accurate records of all order transactions and communications in the ERP system.
• Ensure compliance with internal processes, customer requirements, and applicable regulations.

Inventory and Logistics Support

• Partner with Inventory and Supply Chain teams to monitor product availability and address potential stock constraints.
• Support Logistics coordination to ensure accurate and timely deliveries.

Performance Tracking and Process Improvement

• Assist in tracking key metrics such as order accuracy, cycle time, and fulfillment success.
• Offer insights and recommendations to improve order management workflows and efficiency.

Qualifications/Experience Requirements:

• High school diploma or equivalent required; associate degree in business, supply chain, or a related field preferred.
• 2+ years of customer service, customer support, order management, sales support, or a related role within a manufacturing or industrial environment.
• Required : Previous experience using SAP, preferably for customer orders, inventory, order tracking, shipping, or related business processes.
• Demonstrated experience working directly with customers, addressing inquiries, resolving issues, and providing timely follow-up.
• Experience processing and maintaining customer orders while coordinating with sales, production, shipping, and other internal departments.
• Strong verbal and written communication skills with the ability to effectively communicate with customers and employees at all levels.
• Ability to investigate customer issues, identify appropriate solutions, and follow through to resolution.
• Strong attention to detail and ability to manage multiple customer requests, orders, and priorities in a fast-paced environment.
• Proficiency with Microsoft Office, particularly Outlook and Excel; experience working with ERP and customer relationship management systems preferred.

Schedule Opportunity:

• Hybrid Work Schedule (3 days in office and 2 days at home per week.)

Benefits:

• Health Coverage: The company covers 80% of medical, dental, and vision premiums, ensuring comprehensive healthcare for you and your family.
• Retirement Savings: Enjoy immediate full vesting in our 401(k) plan, with a generous company match to support your financial future.
• Life Insurance: Receive company-paid life insurance for peace of mind and security.
• Paid Time Off: 11 paid holidays, plus paid vacation, and sick time available in your first year.
• Work-Life Balance: Supportive benefits designed to help you maintain a healthy work-life balance.