Customer Support Specialist

Position Summary: The Customer Support Specialist supports daily business operations by providing exceptional customer service, processing sales orders, managing Return Material Authorizations (RMAs), and ensuring compliance with applicable export regulations. This role serves as a key liaison between customers, Corporate Sales & Support, Operations, and other internal departments to ensure efficient order fulfillment and issue resolution.

Essential Functions

The following duties are representative of the position and are not intended to be an exhaustive list of all responsibilities.

Order Processing and Business Support

• Provides order processing support for TEC programs as requested
• Performs new order entry and detailed order review to ensure accurate and timely processing
• Reviews orders and supporting documentation for completeness, accuracy, and compliance with established internal procedures
• Coordinates with cross-functional teams to resolve order discrepancies, obtain missing information, and facilitate timely processing
• Processes and maintains accurate customer, order, and business information within applicable systems
• Supports invoicing and other downstream business processes by ensuring order documentation and information are complete and accurate
• Assists with other business processes and administrative activities related to order processing as assigned

Returns and RMA Processing

• Provides a primary point of contact for customer return requests and delivers accurate, timely status communication
• Oversees the establishment and control of RMA records and the coordination of product receipt, evaluation, repair, replacement, or credit with responsible internal departments
• Monitors RMA status, turnaround time, required approvals, customer commitments, and closure; directs escalation and recovery actions for stalled or overdue matters
• Ensures that product-quality concerns are documented and routed to Quality for nonconformance or corrective-action review
• Coordinates with the Corporate Sales and Support and Engineering departments when appropriate

Customer Service

• Builds and maintains positive relationships with customers, vendors, and internal departments
• Addresses customer concerns professionally and courteously, working to achieve satisfactory resolutions
• Promotes a positive customer experience through responsive service, professional communication, and a customer-focused approach

Export Compliance

• Reviews orders and maintain records to support export compliance requirements
• Collaborates with the Shipping, Business Services, and Corporate Sales & Support teams to address export-related questions and concerns
• Stays informed of applicable export compliance procedures and policies

Supervisory Responsibilities

None.

Required Qualifications

• High school diploma or GED
• Strong customer service and relationship-building skills
• Proficiency with Microsoft Office Suite
• Strong organizational and time-management skills
• Strong attention to detail and accuracy
• Effective problem-solving and decision-making skills
• Excellent verbal and written communication skills
• Professional telephone, email, and business etiquette
• Ability to manage multiple priorities and work effectively in a fast-paced environment
• Strong teamwork and collaboration skills

Preferred Qualifications

• Associate’s degree in business administration, Office Administration, or a related field
• At least three years of administrative, business operations, or office support experience, preferably in manufacturing, engineering, technical, or professional services environment
• Experience with SAP Business One or other enterprise resource planning (ERP) systems
• Basic understanding of export compliance regulations and documentation
• Experience with order entry, order review, invoice support, or other business-process administration

Physical Demands

• Regularly required to sit, stand, and walk

• Performs repetitive hand, wrist, and finger movements associated with computer use, data entry, and document processing
• Occasionally bends, reaches, stoops, crouches, or climbs stairs
• Moves throughout office, conference rooms, stockroom, shipping, and other company areas
• Occasionally lifts, carries, pushes, or pulls objects weighing up to 25 pounds

Work Environment

This position is primarily performed in a professional office and manufacturing support environment. The employee may periodically visit production, stockroom, shipping, testing, and other operational areas of the facility. The work environment is generally environmentally controlled with adequate lighting; however, occasional exposure to typical manufacturing support conditions may occur when visiting operational areas. Appropriate safety requirements and personal protective equipment must be followed when entering areas where required.

Travel

None expected

Equipment Used

• Computer, telephone, and standard office equipment

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.