Customer Support Specialist II

1 week ago

Skaneateles Falls, New York, United States Sunrise Systems Full time

Hours Per Day: 8

Hours Per Week: 40

Position Overview:

The Services Order Fulfillment Associate serves as the primary contact for all customer inquiries regarding the Repair, Calibration, and Service of Waygate Technologies Ultrasonic and Radiography products. This role involves managing and facilitating requests from the initial customer inquiry through to resolution.

Key Responsibilities:

  • Address daily customer requests, including quotations, RMA creation, order processing, and billing inquiries.
  • Oversee the assessment, evaluation, and troubleshooting of Waygate Technologies products during the repair and calibration stages.
  • Provide technical assistance to customers via phone and email, while fostering strong customer relationships.
  • Ensure timely follow-up on orders requiring additional customer information or purchase orders.
  • Collaborate proactively with Manufacturing and Service Teams to maintain operational rhythms that meet or exceed expectations.
  • Coordinate product delivery schedules across multiple production sites using SAP for both domestic and international orders.
  • Build and maintain relationships with supply chain, engineering, account managers, and channel partners.
  • Utilize systems to communicate with customers and manage accounts/contacts effectively.
  • Adhere to compliance standards related to Know Your Customer policies, International Trade Controls, Health & Safety, and other legal and ethical matters.
  • Maintain a customer-centric approach while navigating a fast-paced, data-driven environment, ensuring full ownership of all commercial operations transactions.

Required Qualifications:

  • Associates Degree from an accredited institution (or High School Diploma/GED with a minimum of 3 years of experience in Industrial Services).

Preferred Qualifications:

  • Bachelor's degree from an accredited institution, preferably in Business, Finance/Economics, or Engineering.
  • 5+ years of experience in a Customer Care or Service Support role, ideally within an Industrial context.
  • Familiarity with complex commercial terms and the ability to support execution of contractual obligations, including payment terms and incoterms.
  • Previous experience using SAP for quotation/order creation, invoicing, or material management.
  • Experience with case management tools.
  • Ability to prioritize effectively and make sound decisions in information-scarce situations.
  • Fluency in Spanish or Portuguese is advantageous.
  • Proficient in customer interaction and proactive issue resolution.
  • Strong analytical skills, particularly with SAP and Microsoft Excel reports.
  • Knowledge of Waygate Technologies products and services, or prior experience in Oil & Gas, Heavy Industry, or Ultrasonic Testing Methods/Theory.

Background Verification: Basic

Drug Screening: 10 panel

Work Schedule: M-F

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