Customer Support Specialist

Job Summary

The Customer Support Specialist I is a liaison between a network of customers and manufacturer's representatives (agents) and Southern States resources. Technical aptitude and problem-solving skills are required to diagnose customer issues and help resolve customer’s needs or guide them to someone that can. The primary responsibility is to deliver the customer prompt parts quotes, follow up on outstanding quotations, minor technical, and field support aimed at maximizing customer satisfaction, revenue, and profit goals, for the Company and GSD.

They are expected to collaborate with internal teams as necessary making sure customer needs are resolved.

• Support strategic plans, develop business / personal relationships with agents and customers.
• Perform bids using pricing strategies.
• Sales functions include upselling factory support services as well as field support services.
• Provide minor technical advice and counsel to agents and customers as needed.
• Process customer orders in Salesforce and the company’s business systems.
• Process customer RFIs & RFQs professionally and expeditiously.
• Assist in expediting orders as required.
• Provide warranty and after sales support.
• Navigate internal systems for drawings, production, and technical support.
• Investigate, enter, and execute Customer Service Requests (CSRs) to ensure timely handling, complete documentation, and resource coordination to create resolutions.
• Order Entry into Southern States business system.
• Follow ISO procedures required for compliance.
• Other Duties as assigned

• Education:
  
  Associates degree or equivalent combination of technical education and experience.
• Experience:
  
  At least two years of experience in sales or technical support for industrial products.
• Excellent written and verbal communication skills.
• Excellent time management skills.
• Advanced understanding and skills using and manipulating products in the Microsoft Office suite.
• Ability to manage multiple tasks efficiently, with strong attention to detail and accuracy.
• Able to work within a team environment, as well as independently with minimal supervision.

• Understand mechanical devices using springs, levers, linkage, motors.
• Experience selling technical products.
• Proficiency with Auto Cad/Solidworks.
• Able to present technical information over the phone or in person in a simplified manner.
• Advanced understanding and skills using Salesforce.
• Experience with Microsoft Dynamics and/or Business Central.
• Electrical utility and product experience.
• 4-year Bachelor of Science in Engineering Technology degree (BSET).