Customer Support Specialist I

2 weeks ago

Plano, United States Biamp Systems Full time
The role, at a glance:
The Customer Support Specialist I is responsible for processing orders using our Enterprise Resource Planning (ERP) system, managing the order through the fulfillment process using a ticketing system and providing Biamp customers with the highest level of service possible.

How you'll contribute:
  • Respond to customer inquiries and provide speedy and thorough resolution to customer issues to ensure customer satisfaction
  • Handle day-to-day correspondence via email & phone
  • Utilize company ERP system to process purchase orders accurately and efficiently
  • Use company CRM system to manage work queue and verify customer product certifications before processing purchase orders
  • Answer customer inquiries via phone and email regarding lead time, the status of purchase orders, back-ordered materials, etc.
  • Review purchase orders against quotes to verify pricing before booking into the ERP system
  • Work with customers to resolve pricing issues on PO's as they occur
  • Upon completion of the training period, be able to process 100 orders per week with an accuracy greater than 90%.
You'll also assist with:
  • Work with the sales team to obtain approval on drop-ship orders and to verify discounts listed on purchase orders are valid
  • Work with the sales operations team to prioritize orders as needed when inventory is limited
  • Build rapport with new and repeat customers by providing exceptional customer service through email and phone interactions.
  • Review and execute change orders/correction requests
  • Other duties as assigned by Supervisor
A successful candidate should have:
  • Excellent written and verbal communication skill
  • Ability to collaborate with a diverse cross-functional team spread throughout the country
  • Knowledge of Microsoft Office suite (Excel, Word, Outlook, Teams)
  • Ability to prioritize, manage multiple tasks and meet daily deadlines
  • Embrace continuous improvement philosophy
  • High School Diploma/GED & 6+ months relevant experience
Work environment:
  • This is an onsite position based in Plano, TX.
  • No travel is expected for this position
What we offer:
  • Medical, Dental, and Vision
  • 3 weeks annual PTO and 9 paid holidays
  • 401(k) + matching
  • Employer-paid base life insurance, short, and long-term disability
  • Health Savings Accounts (with Biamp contribution) and Flexible Spending Accounts
  • Tuition reimbursement
  • Charitable donation matching
  • Discretionary profit-sharing
  • Referral bonuses


Who is Biamp?

We make the world's most extraordinary audio and video solutions. For over 40 years, Biamp has created and innovated professional audiovisual solutions that enable great communication. From the smallest of rooms to the largest of venues, we empower true human connection in every space.

As we grow to meet our customers' needs and evolve to address the challenges of tomorrow, one guiding principle remains the same:

Biamp connects people through extraordinary audiovisual experiences

About our company:

At Biamp, we believe the employment relationship should be reciprocal. We want you to love your job, and we want your expertise and knowledge to help drive our business forward. We champion a supportive and dynamic environment filled with passionate people who choose continuous improvement over perfection. We insist on clear, explicit decision making, believe in taking calculated risks, and celebrate tough decisions even when they don't succeed. We look for people who desire the best from themselves and encourage the same from their coworkers. Our commitment to one another and to the common goal is the most consistent reliable path to recurring success for all of us.

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