Customer Support Administrator

ELGi North America•Charlotte, NC

12d

About The Position

The Customer Support Administrator is a multifaceted role responsible for providing comprehensive support to regional sales managers, distributors, and the customer support team. This position involves handling customer/distributor requests, coordinating order fulfillment with operations, providing quotations, information on stock availability, delivery dates, and prices, as well as efficiently handling order management.

Requirements

High School Diploma or equivalent.
2+ years of experience providing customer and/or sales support in a manufacturing or distribution environment.
Proficiency with Microsoft Office Suite, Windows Operating System, and ERP system(s).
Exceptional customer service skills.
Effective written and oral communication skills.
Strong time management, organization, and prioritization skills.
Good mathematical and analytical abilities.
Keen attention to detail.
Customer-focused and team-oriented.

Nice To Haves

Associate's or Bachelor's Degree in a relevant field preferred
Production and/or fulfillment experience in a manufacturing or distribution environment preferred
Industrial or technical product experience preferred

Responsibilities

Respond to inbound phone calls and e-mails from distributors and the general public.
Provide customer support to ELGi Industrial network of distributors and regional Sales Managers, including, but not limited to, providing quotations, information on product specifications/availability (based on service level agreement with operations), and providing order acknowledgement.
Generate invoices for parts, equipment and accessories, ensuring appropriate pricing, discounts, and/or freight charges are applied.
Review incoming purchase orders for accuracy and completeness before processing.
Track fulfillment of sales orders, including monitoring, reporting, and communication around on-time delivery status.
Coordinate the processing and invoicing for distributor consignment inventory, involving the appropriate internal contact(s) as needed.
Coordinate with logistics function to ensure on-time shipment.
Coordinate with AR on credit card payments and credit holds.
Provide estimates for customer freight in distributor/customer quotes.
Process Credits and RMAs.
Proactively identify opportunities for process improvements to enhance the efficiency of order management.