Customer Support Representative

Job Description

Job Description

Job Title: Customer Support Representative

Location: Simpsonville, SC

Reporting to: Inside Sales Supervisor

Job Summary: The Customer Support Representative provides customer service excellence to authorized distributors, OEMs, and end users, while supporting Dodge field sales engineers to drive sales growth of mechanical power transmission products domestically and internationally. As the central point of contact for inquiries, you will provide solutions within your scope and escalate issues as needed. This role is critical in ensuring Dodge remains a leader in North American industrial automation.

Key Responsibilities:

Customer Service

• Manage inbound customer requests via multi-channel pathways.
• Respond promptly and professionally to customers.
• Oversee all customer service requests to completion (orders, quotes, returns, etc.).

Teamwork

• Ensure continuous customer support by filling in for teammates when needed.
• Provide support for management issues as they arise.

Ongoing Learning

• Complete ongoing training on systems, products, and processes.
• Apply critical thinking skills effectively.

Organization

• Maintain an efficient, clean, and clutter-free work environment.
• Organize digital records for quick retrieval.

Required Qualifications:

• Proficiency in SAP, Salesforce, Microsoft Office, SharePoint, DeliveryData, Kronos, UKG, and other internal tools.
• Ability to organize, prioritize, and manage competing priorities.
• Strong problem-solving and critical thinking skills.
• Effective interpersonal skills for collaboration.
• Time management and awareness of work in queue.
• Customer service experience with a track record of handling inquiries and issues.
• Familiarity with sales processes and procedures.
• Follow safety protocols and report safety concerns.
• High School Diploma required; a bachelor’s degree, mechanical product knowledge, and bilingual skills are a plus.

Physical Requirements:

• Sitting or standing for an 8-hour shift.
• Working in an open office/cubicle environment.
• Ability to focus in a fast-paced environment.
• Speaking in person and over the phone or Microsoft Teams.
• Occasional lifting or carrying objects weighing less than 10 lbs.

Essential Job Functions

• Facilitate the order process from beginning to end for distributors, OEMs, and sales engineers.
• Answer basic technical questions using available resources.
• Act as liaison between customers and field sales with various departments.
• Expedite orders to meet customer demands.
• Provide effective verbal and written communication.
• Utilize problem-solving skills and show empathy to customers.
• Practice time management and maintain awareness of work in queue.
• Support and back up teammates during absences and training.
• Assist with issues identified by management.
• Regular in-person attendance and punctuality.

Why Join Us?

• Work alongside a collaborative, experienced leadership team
• Be part of an industry leader with a strong brand reputation and an innovation-driven culture

RBC Bearings is an Equal Opportunity Employer, including disability and protected veteran status.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.