Quotation and Customer Support Specialist

What We Do:

For nearly four decades The Will Group has been in the engineered structures business providing infrastructure, engineering, distribution, warehousing services, and program management.

Who We Are:

Operating under the philosophy and mission “Where There’s A Will, There’s A Way”, the corporate culture of The Will Group fosters ingenuity and creativity with every endeavor. Our competitive distinction is our ability to be an all-encompassing solutions provider. We make positive contributions to our customers and community. This process is not just transactional, its transformational.

About TWG Infrastructure:

TWG Infrastructure represents premier manufacturers such as GE and Valmont. We have also added many more manufacturers to our lineup, serving municipal customers, the Illinois Department of Transportation, the Chicago Department of Transportation, The Tollway, private customers, design consultants and architects, utilities, educational and institutional facilities, and electrical and general contractors. Our commitment to excellence through diversity and inclusion is evident in the various cultures, backgrounds, thoughts, and experiences that come together every day to achieve success.

Scope of Work:

The Quotations and Customer Support Specialist is responsible for generating quotes, guiding customers through product selection and purchase processes, and ensuring a seamless customer experience by resolving inquiries and issues with professionalism and efficiency. This role involves proactive problem-solving, cross-functional collaboration, and a focus on enhancing customer satisfaction and maximizing transaction profitability. This role is based in our Indianapolis office.

Duties/Responsibilities:

• Build and maintain strong, professional relationships with new and existing clients.
• Generate accurate and competitive quotes, credit terms, and bid specifications.
• Recommend solutions by analyzing customer needs and applying product knowledge.
• Negotiate pricing, sales terms, and service agreements to ensure profitability.
• Accurately enter and update quote and order details in OASIS daily.
• Respond promptly and accurately to customer inquiries, billing questions, and product concerns.
• Provide detailed information about products, applications, and industry trends.
• Manage projects by tracking shipments, sending confirmations, and maintaining order files.
• Resolve customer issues proactively, turning challenges into opportunities.
• Collaborate with purchasing, operations, and customer service teams to ensure accurate and timely fulfillment.
• Continuously enhance product knowledge to better support customers.
• Identify ways to improve processes, create efficiencies, reduce costs, and increase transaction profitability.
• Assist with processing incoming purchase orders.
• Communicate effectively to address concerns and resolve conflicts.
• Actively engages with other members of the company to continuously strive to improve processes, create efficiencies, reduce costs, and increase profitability.
• Cooperatively takes on other duties, roles, or responsibilities, as assigned.

Required Skills/Abilities:

• Exceptional organizational skills and attention to detail.
• Ability to analyze data and make decisions to improve profitability and efficiency.
• Strong interpersonal skills with a customer-first mindset.
High level of professionalism and ability to maintain composure in challenging situations.

Education/Experience:

• Associate Degree in a related field preferred.
• Experience with customer management systems (such as OASIS), order processing software, and basic Microsoft Office tools (Excel, Word, Outlook).
• Minimum of 5 years of experience in customer service or a similar role.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift to 15 pounds at times.
• Must be able to access various departments of a given location.

Good Faith Salary Range: The annual starting salary for this position is between $60,000 to $70,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Additional Benefits Include:

• An excellent benefits package including, Medical, Dental, Vision, Life Insurance, 401K with company match, generous PTO allotment, paid volunteer time off, 10 ½ days of holiday pay, continuing education reimbursement and much more.