Customer Support Specialist

Join Our Team as a Customer Support Specialist at Direct Wire & Cable!

About Us:

Direct Wire & Cable is a proud, family-owned, American-made company specializing in premium copper wiring and cabling for electrical and power applications. As a leading manufacturer, we deliver exceptional products and services while fostering a positive work environment that values teamwork, innovation, and growth.

Why You'll Love Working Here:

• Comprehensive Benefits: We offer medical, dental, and vision plans for employees and their families from day one.
• Health Savings Account (HSA): Part of our medical insurance, with voluntary employee contributions.
• Flexible Spending Account (FSA): A voluntary, employee-paid program.
• Additional Coverage: Disability & life insurance, Employee Assistance Program (EAP), Pet Insurance.
• Retirement Plan: 401K with company match at 5%.
• Work-Life Balance: Generous paid time off (PTO) for permanent full-time employees, additional wellness days for essential on-site employees, 8 national holidays, and 2 floating holidays.
• Professional Growth: Opportunities for continuous learning and career advancement.
• Supportive Environment: Work in a collaborative and inclusive atmosphere where your contributions are valued.
• Commitment to Safety: We prioritize the well-being of our employees with strict safety protocols and a focus on maintaining a safe workplace.

Key Responsibilities:

• Customer Interaction: Respond directly to customer inquiries via telephone, mail, fax, and email.
• Order Management: Enter orders, verify shipping costs and order accuracy, and clear orders for production. Handle administrative tasks associated with orders through product shipment.
• Sales Support: Assist Regional Sales Managers to help support the full sales cycle. Provide general customer service, product information, and order and delivery status to wholesale accounts and end users.
• Complaint Resolution: Address and resolve customer complaints in a timely and professional manner.
• Documentation: Maintain accurate records of customer interactions, transactions, and feedback. Scan original documentation and archive change orders and cancellation requests.
• Product Training: May be required to provide training and guidance to co-workers or customers on DWC products.
• RMA Processing: Process and follow up on RMAs.
• Communication: Must be logged into RingCentral, Salesforce, Syspro, and all other platforms while on duty. Communicate arrival of visitors and parcel packages.
• Additional Duties: Perform additional duties as assigned.

What We're Looking For:

• High school diploma or GED; post High School training or college degree strongly preferred.
• Strong sense of urgency, organization, and time management skills to work on multiple priorities.
• Proficient computer and word processing skills including MS Office applications, customer relationship data management systems, and automated phone systems.
• Team player ready to pitch in and help when needed. Ability to work independently, as well as on a team, and be a self-starter.

Primary Location: 412 Oak Street, Denver, PA with hybrid work options available.

At Direct Wire & Cable, we believe in taking care of our employees from day one. Our work culture is built on the following principles:

• Be a Great Person: Practice the highest integrity, care for and respect all, and always do the right thing.
• Serve Your Customers Well: Do whatever it takes for customer success, be driven for mutual success, and be willing to sacrifice for the greater good.
• Do Great Work: Seek continuous improvement, take the initiative and be proactive with solutions, be eager to share your ideas, and practice fanatical attention to detail.
• Be a Great Teammate: Be positive, enthusiastic, and energetic, be fun to work with and for, be a good listener, and be eager to serve others well.

Direct Wire participates with eVerify.

Job Type: Full-time

Shift:

• Day shift

Application Question(s):

• What is your desired compensation?

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)

Work Location: In person