Customer Support Specialist

The Customer Support Specialist is a key member of our Inside Sales team. This role owns the customer experience from inquiry through order fulfillment by supporting  B2B customers including distributors, rep firms, installers, and end customers with accurate order processing, product guidance, and problem resolution. This is a professional, office-based role (not a call center) with clear opportunities to grow into senior positions within Customer Service, Inside Sales, or Sales Operations. 

Title/Keyword Note:

Candidates with experience in roles such as Customer Service Representative, Customer Operations Specialist, Inside Sales Support, Account Coordinator, or Order Entry Specialist are encouraged to apply.

Job duties:

• Serve as the first point of contact for customer inquiries and route complex issues to the appropriate internal partners as needed.
• Accurately process customer transactions including orders, quotes, and returns within our ERP/CRM systems.
• Document all customer interactions, including required follow-up and action items, in CRM to ensure visibility and continuity.
• Proactively follow up with customers after orders and quotes to confirm satisfaction, address questions, and resolve any issues.
• Determine customer requirements and expectations in order to recommend specific products and solutions.
• Provide timely product and basic technical information to support new and repeat sales.
• Recommend alternate products based on cost, availability, or customer specifications to maintain service levels and profitability.
• Educate customers on product terminology, features, and benefits to drive confident purchasing decisions.
• Prepare basic takeoffs based on plan review and specifications; develop system sizing, layout recommendations, and accurate bills of materials.
• Work closely with manufacturer representatives, wholesale distributors, and installers to prepare quotes, follow up, and close business.
• Maintain an expert level of product knowledge and application to support customers, reps, and internal stakeholders.
• Partner with Sales, Marketing, Operations, and Warehouse teams to ensure accurate and on-time delivery for customer orders.
• Identify and communicate customer needs, trends, and sales opportunities to support future growth and product development.
• Manage time effectively, meet personal and team goals, and contribute to a collaborative, solutions-oriented team culture.
• Support process improvements related to order accuracy, response times, and customer experience.
• Perform other duties as assigned.

Career Path & Development

We are committed to providing a clear growth path for strong performers in this role. Based on performance and business needs, typical development opportunities may include:

Customer Support Specialist ? Product Support Specialist ? Senior/Lead Customer Support Specialist ? Customer Service Manager

Requirements

Job Requirements:

• High School diploma or GED required, associate's degree or higher in communications, business, marketing, or a related field is preferred.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Excellent interpersonal, written, and verbal communication skills.
• Strong attention to detail and accuracy in data entry, order processing, and documentation.
• Ability to manage multiple priorities, stay organized, and follow through on commitments.
• Professional, customer-focused mindset with the ability to remain calm and solutions-oriented.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.  

• Prolonged periods sitting at a desk and working on a computer.
• Frequent sitting, standing, walking, and keyboarding.
• Ability to lift up to 25 lbs. as needed.
• Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment.
• Speaking and hearing ability sufficient to communicate in person and over the phone.
• Vision requirements include close, distance, color, peripheral vision, depth perception, and the ability to adjust focus.
• Safety glasses and steel/composite-toe shoes are required while in warehouse or manufacturing areas.