Customer Service & Sales Support Specialist

Job Description

Job Description

Job Title: Customer Service & Sales Support Specialist 1st Shift

Position Type: Full-Time Contract

Work schedule: 1st Shift (7:00 AM 3:30 PM, Monday Friday)

Location: 100% Onsite in Kalamazoo, MI

Overtime Requirement: Voluntary overtime available; occasional mandated overtime may be required based on business needs

Job Overview

We are seeking a detail-oriented Customer Service & Sales Support Specialist to manage direct customer communications and support daily sales operations across both pre-sale and post-sale lifecycles. In this 100% onsite role, you will act as a primary point of contact for clients, distributors, and internal departments to drive customer satisfaction, resolve order/shipping challenges, and support maintenance service goals.

The ideal candidate brings 3+ years of experience in sales support, account coordination, or client services, along with a strong understanding of order fulfillment, warranty workflows, and cross-departmental coordination.

Key Responsibilities

• Pre-Sale Support: Respond to customer inquiries regarding product literature, specifications, and pricing schedules; identify new business opportunities and coordinate with production to align shipping schedules.

• Post-Sale & RMA Administration: Address customer requests regarding order status, delivery tracking, and Return Merchandise Authorizations (RMA); evaluate the validity of warranty claims and schedule repair resources.

• Order & Issue Resolution: Troubleshoot and resolve invoicing discrepancies, production delays, and shipping issues by collaborating directly with internal teams and external logistics partners.

• Customer Account Management: Receive accurate accounts of equipment failures from customers or distributors, compile status reports for management, and identify add-on service or product opportunities.

• Cross-Functional Collaboration: Partner with sales, production, maintenance, and finance teams to meet service sales targets, optimize delivery timelines, and maintain positive client relationships.

Qualifications & Requirements

• Experience: Minimum of 3+ years of experience in customer service, sales support, client operations, or post-sales account management.

• Process Knowledge: Practical understanding of order processing, shipping/invoicing workflows, warranty claims, and RMA procedures.

• Communication Skills: Excellent verbal and written communication skills to maintain professional relationships with clients, distributors, and cross-functional teams.

• Problem-Solving Ability: Proven ability to navigate complex customer inquiries, resolve operational bottlenecks, and apply established guidelines to make sound decisions.

• Work Style: Reliable, detail-oriented, and comfortable working within defined operational procedures while managing multiple customer priorities in a fast-paced environment.