What are the responsibilities and job description for the Customer Support Specialist position at Vibration Mountings and Controls Inc?
Description
The Customer Support Specialist, reporting to the Customer Experience Manager, will play a key role in building and maintaining strong customer relationships. This individual will be responsible for processing sales and production orders, addressing customer inquiries, and ensuring timely resolutions for both internal and external stakeholders. Utilizing technology and collaborating across departments, the Customer Support Specialist will help deliver accurate and efficient customer support.
Essential Job Responsibilities not limited to:
Relationship Management
- Establish and build strong relationships with customers to promote a positive customer experience
- Proactively communicate production changes to customers
- Respond to customer inquiries in a timely manner
- Provide pricing to customers when needed
- Exude the proper sense of urgency based on the needs of the customer
Collaboration
- Exemplify teamwork and provide exceptional support to internal and external customers
- Record customer changes and process appropriately through production
- Escalate concerns and involve proper departments when needed
Process Management
- Handle day-to-day activities of assigned account list and serve as liaison between customer, quality, engineering and manufacturing departments
- Accurately process and verify purchase orders
- Estimate delivery times on orders, factoring in lead time and track through the production process
- Monitor production processes for communication purposes including fulfillment, shipping and logistics requirements
Data Management and Technology
- Manage CRM and meet all requirements for effective data management
- Run daily reports to track orders and act accordingly
- Maintain and communicate through a shared group box for all customer inquiries
- Manage customer data within company systems including ERP & CRM systems
- Perform account maintenance duties for customers including portal management
Requirements
Competencies:
- Strong interpersonal skills with a proactive customer service approach
- Excellent verbal and written communication
- Detail-oriented with strong organizational skills
- Proficient in Microsoft Office, CRM, and ERP
Qualifications:
- High school diploma or equivalent (AA degree a plus)
- 1 year of administrative experience in manufacturing
- Experience with ERP systems (e.g., Epicor/Kinetics a plus)
- Minimal travel required
