Customer Support Specialist

Description

• Provide timely product and basic technical information to support new and repeat sales.
• Recommend alternate products based on cost, availability, or customer specifications to maintain service levels and profitability.
• Proactively follow up with customers after orders and quotes to confirm satisfaction, address questions, and resolve any issues.
• Maintain an expert level of product knowledge and application to support customers, reps, and internal stakeholders.
• Prepare basic takeoffs based on plan review and specifications; develop system sizing, layout recommendations, and accurate bills of materials.
• Educate customers on product terminology, features, and benefits to drive confident purchasing decisions.
• Identify and communicate customer needs, trends, and sales opportunities to support future growth and product development.
• Serve as the first point of contact for customer inquiries and route complex issues to the appropriate internal partners as needed.
• Partner with Sales, Marketing, Operations, and Warehouse teams to ensure accurate and on-time delivery for customer orders.
• Document all customer interactions, including required follow-up and action items, in CRM to ensure visibility and continuity.
• Work closely with manufacturer representatives, wholesale distributors, and installers to prepare quotes, follow up, and close business.
• Determine customer requirements and expectations in order to recommend specific products and solutions.
• Support process improvements related to order accuracy, response times, and customer experience.
• Accurately process customer transactions including orders, quotes, and returns within our ERP/CRM systems.

Requirements

• Vision requirements include close, distance, color, peripheral vision, depth perception, and the ability to adjust focus.
• Manage time effectively, meet personal and team goals, and contribute to a collaborative, solutions-oriented team culture.
• Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment.
• Excellent interpersonal, written, and verbal communication skills.
• Professional, customer-focused mindset with the ability to remain calm and solutions-oriented.
• Safety glasses and steel/composite-toe shoes are required while in warehouse or manufacturing areas.
• Ability to lift up to 25 lbs. as needed.
• High School diploma or GED required, associate's degree or higher in communications, business, marketing, or a related field is preferred.
• Frequent sitting, standing, walking, and keyboarding.
• Ability to manage multiple priorities, stay organized, and follow through on commitments.
• Prolonged periods sitting at a desk and working on a computer.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Speaking and hearing ability sufficient to communicate in person and over the phone.
• Strong attention to detail and accuracy in data entry, order processing, and documentation.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance