Customer Service/Sales Support

Schedule & Work Arrangement

• This position follows a standard Monday through Friday schedule from 8:00 AM to 5:00 PM. The role begins as an in-office position during the training and onboarding period to ensure successful integration into company processes, systems, and team collaboration.
• Upon demonstrating proficiency and success in the role, employees may become eligible for a hybrid work arrangement consisting of three days in the office and two days working remotely each week, subject to business needs and manager approval.

Essential Duties and Responsibilities

• include the following (and any other duties that may be assigned):
• Prepare accurate and timely parts quotes based on customer requirements, pricing, availability, and applicable terms.
• Review customer inquiries and supporting documentation to identify specifications, quantities, and additional information needed to complete quotes.
• Follow up with customers regarding quote questions, revisions, lead times, and required clarifications.
• Coordinate with Sales, Engineering, Production, Material Planning, Shipping, and other intercompany departments to research and resolve customer inquiries.
• Provide customers with product, pricing, availability, and order-status information obtained from internal teams and systems.
• Maintain accurate quote, customer, contact, and prospect information in company systems.
• Document customer communications and escalate concerns, issues, or complaints as needed.
• Support incoming customer communications through phone queue participation and shared service responsibilities.
• Assist with departmental projects, process improvements, and assigned responsibilities.
• Support and uphold company Quality, Environmental, Health & Safety (EHS), and Core Value initiatives: Caring | Fairness | Adding Value.

Communication Skills

• The ideal candidate will possess exceptional written and verbal communication skills, which are critical for daily interactions with Inside Sales, Outside Sales, Engineering, other departments, and customers. The role requires troubleshooting, effectively communicating, and resolving issues in collaboration with other parties.
• Microsoft Outlook: Proficiency in Microsoft Outlook is essential, as it is the primary communication tool with both internal and external customers. The candidate must be capable of composing emails independently without reliance on pre-written scripts.
• Microsoft Teams: The candidate should be comfortable using Microsoft Teams for daily communications, including chat functionality, video calls, and screen sharing.
• Phone Communication: The successful candidate will confidently manage inbound and outbound calls, actively listen to customer concerns, identify solutions, and communicate clearly with both customers and internal teams. The ability to build positive relationships, remain professional under pressure, and effectively balance competing priorities is essential.

Qualifications

• Strong attention to detail with a high level of accuracy in quote preparation and data entry.
• The candidate must demonstrate the ability to type at a minimum speed of 50 words per minute with high accuracy.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills with the ability to prioritize workload effectively.
• Ability to problem-solve and make sound decisions in a fast-paced environment.
• Comfortable working independently as well as collaboratively across departments.
• Proficiency in Microsoft Office applications including Outlook, Word, and Excel.
• Ability to learn and navigate ERP/CRM/order management systems efficiently.

Tools/Software Proficiency

SUPERVISORY RESPONSIBILITIES

• This job has no supervisory responsibilities.

Education & Experience

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, and the ability to compute rate, ratio, and percent.

Work Environment & Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Primarily office-based environment with regular computer and phone use.
• Ability to remain seated for extended periods while working on a computer.
• Occasional standing, walking, reaching, and light lifting may be required.
• Ability to work effectively in a collaborative and fast-paced team environment.
• The noise level in the work environment is usually moderate (ringing telephones, pages, several people conversing at once, etc.)