Customer Support Specialist

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    "description_html": "<p>The Customer Support Specialist (CSS) is responsible for delivering exceptional customer support while serving as a key liaison between Sales, Manufacturing, Engineering, Supply Chain, and Administrative departments. This role manages customer inquiries, quotations, order processing, issue resolution, and cross-functional coordination to ensure high customer satisfaction and a positive brand reputation.</p><p><br></p><p>The ideal candidate will possess strong communication skills, a sense of urgency, customer advocacy, and a solid understanding of business processes within a fast-paced industrial environment.</p><p><br></p><p><strong>Responsibilities</strong></p><ul><li>Demonstrate dependability, professionalism, and punctuality.&nbsp;</li><li>Maintain a strong commitment to quality and customer satisfaction for both internal and external customers.&nbsp;</li><li>Utilize systems including SAP, Salesforce, Esker, BI, and other internal tools to support daily operations.&nbsp;</li><li>Process customer inquiries, quotations, proposals, and sales orders accurately and efficiently.&nbsp;</li><li>Prepare customer quotations based on application requirements, specifications, costing, and pricing guidelines.&nbsp;</li><li>Coordinate with Supply Chain and Foundry Operations regarding material costs and product availability.&nbsp;</li><li>Expedite proposals and orders through daily communication with Purchasing, Product Management, Production, Shipping, and Accounting teams.&nbsp;</li><li>Administer customer purchase order entry and provide supporting documentation to departments involved in order execution.&nbsp;</li><li>Maintain a professional company image through exceptional customer service and up-to-date product knowledge.&nbsp;</li><li>Support pricing strategy development and customer negotiations as required.&nbsp;</li><li>Resolve order discrepancies, customer concerns, and order-related issues in collaboration with Sales and Product Management teams.&nbsp;</li><li>Manage assigned customer and territory order backlogs to ensure on-time delivery performance.&nbsp;</li><li>Promote teamwork and collaboration within the customer support and solutions teams.&nbsp;</li><li>Perform additional duties and special projects as assigned.</li></ul><p><strong>Qualification &amp; Experience</strong></p><ul><li>Bachelor’s degree in Business or related field preferred, or equivalent combination of education and experience.&nbsp;</li><li>Minimum 3 years of experience in an industrial or manufacturing environment preferred.&nbsp;</li><li>3+ years of customer-facing experience working with direct customers, distributors, agents, or subsidiaries.&nbsp;</li><li>Strong decision-making ability in high-pressure situations.&nbsp;</li><li>Knowledge of: Costing and pricing, profit calculations, quote preparation, terms &amp; conditions</li><li>Familiarity with Incoterms and import/export documentation is a plus.&nbsp;</li><li>Experience with Microsoft Office and SAP strongly preferred.&nbsp;</li><li>Excellent written and verbal communication skills.&nbsp;</li><li>Proven customer service and telephone communication experience.&nbsp;</li><li>Experience working in fast-paced environments requiring urgency and multitasking.&nbsp;</li><li>Understanding of accounting and finance principles from both company and customer perspectives.</li></ul><p><br></p><p><strong>Physical Requirements</strong></p><ul><li>Regularly required to sit, use hands and fingers, reach with hands and arms, and communicate verbally.&nbsp;</li><li>Occasionally required to stand, walk, climb, or balance.&nbsp;</li><li>Must occasionally lift and/or move up to 30 pounds.&nbsp;</li><li>Ability to climb stairs, ladders, and scaffolding at job sites and customer facilities.&nbsp;</li><li>Must be able to communicate effectively in verbal interactions.</li></ul>",
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