Customer Support Specialist

Job Description

Job Description

Description:

The Customer Support Specialist will work under the Customer Experience Manager and is responsible for fostering strong relationships with our customers. This individual will process sales and production orders, handle customer inquiries, and ensure timely resolutions for both internal and external customers. The Customer Support Specialist will be able to utilize technology and collaborate with different departments to ensure accurate and timely responses.

Responsibilities not limited to:

Relationship Management

• Establish and build strong relationships with customers to ensure 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

Competencies

• Effective interpersonal skills with a proactive approach to customer service
• Excellent verbal and written communication skills
• Strong organizational and attention to detail
• Proficient in Microsoft Office, CRM and ERP

Minimum Qualifications:

• High School diploma or equivalent and or AA Degree a plus
• 1-year administrative work experience in a manufacturing environment
• Experience with an ERP system similar to Epicor/Kinetics a plus
• Minimal travel required

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At VMC Group we believe in supporting our employees both professionally and personally. When you join our team, you gain more than just a job — you gain access to a range of benefits designed to promote your well-being, growth, and financial security.

• Health, dental and vision insurance
• 401K with company match
• Life Insurance
• Flexible Spending Accounts
• Generous annual time off policy
• 12 Company-Paid holidays
• A Solid Wellness Program to support your personal health goals
• Professional development opportunities

Join our team and build a rewarding career where your contributions are valued and your growth is supported. Be a part of a fast-growing, technology-driven manufacturing company — APPLY TODAY!