Role Overview

Working under general guidance, the Customer Support Specialist is tasked with processing customer orders with accuracy and handling a variety of incoming service inquiries. This position plays a key role in ensuring a positive customer experience and supporting day-to-day operations.

Key Responsibilities

• Respond to customer questions about product availability, pricing, and order details via phone, email, walk-in, or other communication channels.
• Enter and process customer purchases using various order methods such as phone, email, online systems, or in-person transactions.
• Help influence profit margins by negotiating sales and purchase prices within defined limits.
• Adjust pricing for non-contracted customers when necessary to remain competitive while preserving profitability.
• Build and maintain strong relationships with customers to encourage loyalty and repeat business.
• Place orders to maintain inventory levels in alignment with customer needs.
• Authorized to process orders independently up to specified monetary thresholds.
• Locate products by checking internal stock, distribution centers, or supplier inventories.
• Select shipping options that offer the best combination of speed and cost for the customer.
• Work closely with sales representatives to ensure customers are fully supported and satisfied.
• Monitor and expedite delayed items; may assist with preparing and packaging orders for delivery.
• Handle product returns as needed in accordance with company guidelines.
• Take on additional responsibilities as assigned.

Required Qualifications

• High school diploma or equivalent is required.
• Up to three years of experience in customer service, order processing, or a related role—or an equivalent blend of education and experience.

Skills and Competencies

• Dependable with strong organizational skills and close attention to detail.
• Excellent communication skills across verbal, written, and active listening formats.
• Able to juggle multiple tasks efficiently and meet deadlines.
• Comfortable using computers for email communication, data entry, order tracking, and online product research.
• Prior knowledge of industrial or mechanical products is beneficial but not required.