Operations & Commercial Support Specialist

The Operations & Commercial Support Specialist provides cross-functional support across customer service, sales, engineering, product, purchasing, and warehouse operations within a wire and cable sales and distribution environment. Manages customer communications, supports order processing, and coordinates material and production requirements, while delivering technical and product-related assistance. Ensures accurate information flow between departments to support efficient operations and high customer satisfaction.

Customer & Order Fulfillment?

• Serve as a primary point of contact for customer inquiries, order status updates, and service-related requests.?
• Manage orders and change orders in customer portals.?
• Communicate and manage customer inquiries related to shipment tracking, invoicing and credit requests.?
• Process customer orders, changes, and returns in accordance with company policies and ERP procedures.?
• Investigate and resolve customer issues related to shipments, documentation, and product performance.?
• Maintain professional communication, manage all call center calls and ensure timely follow-up on all customer matters.?

?Sales Support?

• Locate and firm appropriate quotations and pricing proposals in Salesforce, determine product availability for customers and sales personnel.?
• Manage price discrepancies by routing quote requests via email and phone to the appropriate sales professional.?
• Assist with product availability and lead times based on customer requirements and available inventory.?
• Support sales by communicating discrepancies, managing shipping instructions, providing timely customer support, managing and communicating follow-up activities and needs.?

?Warehouse Coordination?

• Communicate order priorities, special handling requirements, and shipping instructions to warehouse personnel.?
• Verify inventory availability and coordinate with warehouse and purchasing teams to address shortages.?
• Assist with preparation and accuracy of shipping documentation, including specified shipping instructions and customs paperwork and certifications needed.?
• Coordinate with the warehouse all emergencies, same day deliveries from rate shopping, in transit communication and delivery follow up to both sales professional and customer.??
• Manage and resolve shipping/delivery issues as appropriate.?
• Support inventory control activities, validating available inventory and material lengths based on customer need.?

?Engineering Collaboration?

• Review and interpret engineering quotes and orders, determining new and recurring opportunities in Salesforce, validating drawing requirements, determining necessary technical documentation.?
• Communicate customer requirements on engineered orders for evaluation of custom or modified products.?
• Communicate with engineering regarding customer feedback related to timing of quote completion and drawing approvals.??

?Purchasing Support?

• Coordinate with purchasing availability of product from cable, components, custom cord-sets and engineered parts to determine appropriate lead times and communication to both the customer and sales?
• Communicate lead times based on material requirements, production schedules and inventory levels.?
• Resolve discrepancies related to pricing, quantity, or material quality in coordination with the purchasing team.?

?Product & Technical Coordination?

• Collaborate with the Product team in response to customers needs for? technical guidance on wire and cable construction, applications, ratings, and standards (UL, NEC, MIL-SPEC, etc.).?
• Assist customers and sales teams by utilizing the product teams to determine technical information, recommendations for product substitutions, lead times and pricing.?
• Vette product issues, installation questions, and performance concerns, coordinate with both sales and the customer to address their concerns.?