Customer Support Specialist

Job Description

Job Description

Customer Support Specialist

About the Role

We are seeking a customer-focused professional to join our team as a Customer Support Specialist. In this role, you will serve as the primary point of contact for customers, managing inquiries, service requests, and order support while collaborating with internal teams to deliver exceptional service. This position offers the opportunity to work in a fast-paced technical and manufacturing environment where your problem-solving skills and attention to detail will make a direct impact on customer satisfaction.

Key Responsibilities

• Respond to customer inquiries via phone, email, and online support systems.
• Manage service tickets from initial request through resolution.
• Process and support customer orders, including order entry, updates, and confirmations.
• Communicate order status, lead times, shipping information, and service timelines.
• Coordinate with Operations, Engineering, Purchasing, and Logistics teams to resolve customer issues.
• Troubleshoot product, service, and order-related concerns and escalate when needed.
• Maintain accurate customer records and documentation within ERP/CRM systems.
• Support warranty claims, returns, repairs, and service requests.
• Monitor open requests and ensure timely follow-up to meet service expectations.
• Assist with logistics coordination and shipping-related customer support.
• Track service metrics and help identify opportunities for continuous improvement.
• Provide administrative support to sales and account management teams.

Qualifications

• High school diploma or equivalent required; technical education is a plus.
• 5+ years of experience in customer service, technical support, order management, or a related role.
• Experience in manufacturing, industrial, technical products, or OEM environments preferred.
• Familiarity with ERP and CRM systems.
• Strong communication, organization, and multitasking abilities.
• Excellent problem-solving and customer relationship skills.
• Ability to interpret basic technical documentation is a plus.

What You'll Bring

• A customer-first mindset with a commitment to delivering exceptional service.
• Strong attention to detail and follow-through.
• The ability to prioritize multiple tasks in a dynamic environment.
• Confidence working cross-functionally with technical and operational teams.
• A proactive approach to identifying issues and driving solutions.

Why Join Us?

• Collaborative team environment.
• Opportunity to work with innovative products and technologies.
• Meaningful impact on customer success and business operations.
• Professional growth and development opportunities.