Customer Support Specialist

Hourly Rate: $22-$25/hour + Order writer commissions

Shift: Monday - Friday, 7:30 a.m. - 4:30 p.m.

Summary:

The Customer Support Specialist plays a key role in delivering exceptional service to Acme’s customers by building trust-based relationships and ensuring a smooth, accurate order experience. This position manages a range of responsibilities including order entry, customer inquiries, problem resolution, delivery communication and account management, while supporting the company’s commitment to building partnership over customer service.

Order Lifecycle Management

• Accurately enter and manage sales orders from initiation to completion, maintaining high attention to detail.
• Maintain all Inside Sales queues daily, including Trouble, Remote Order Entry, Will Call, Invoice Preview, and Open Order Status Review.
• Proactively communicate with customers regarding delays, issues, and backorders; maintains regular updates on will call orders (bi-weekly).
• Complete all documentation accurately and in a timely manner.
• Use tools such as Eclipse, Revalgo, vendor catalogs, and industry websites and contacts to support order processing and product sourcing.
• Coordinate pricing on bids over $2,000.00 with Outside Sales or Branch Management.

Partnership Level Service

• Deliver service in alignment with Acme’s Customer Partnership Program; maintain an average call score of 80 or higher.
• Consistently goes above and beyond to anticipate customer needs, resolve issues, and deliver personalized service that exceeds expectations.
• Collect and verify complete customer information, including contact and delivery details.
• Assist customers with product selection by identifying needs through active listening and thoughtful questioning.
• Responds promptly to customer inquiries and directs them to relevant Acme services when needed.
• Is able to communicate and understand basic Core Services provided at Acme (AIMS, Rental, Fabrication, Technical Sales, and Kitting).
• Is able to meet or exceed SOPs related to POD response time (if applicable).

General Responsibilities

• Greet and assist all customers with professionalism and a positive attitude.
• Maintain a neat and professional appearance that reflects Acme’s standards of service and credibility.
• Ensure that the work area is consistently clean, organized, and free of clutter to support efficiency, safety, and a welcoming environment.
• Manage multiple customer interactions simultaneously while upholding service quality.
• Build strong working relationships with customers, coworkers, and vendors.
• Address customer concerns promptly and communicate issues to the Branch Manager as needed.
• Support warehouse operations as needed, following the Material Handling Job Description (if applicable).
• Follow all directives issued by the Branch Manager and Regional Manager.