Customer Support Specialist

Vibration Mountings and Controls Inc•Houston, TX

1d•Onsite

About The Position

We are seeking a Customer Service Specialist to join our team! This role will be 100% onsite, Monday- Friday. This position acts as a key liaison between customers and internal teams (engineering, manufacturing, quality). The focus is on managing orders, resolving customer issues, and ensuring smooth communication across departments to deliver a strong customer experience. The Customer Support Specialist will work directly under the Customer Experience Manager and is responsible for fostering strong relationships with our customers by providing information to both the company's internal representatives and the OEM network. This individual will process sales and production orders, handle customer inquiries, and ensure timely resolutions for both internal and external customers. The Customer Support Specialist will be able to utilize technology and collaborate with different departments to ensure accurate and timely responses.

Requirements

1-2 years of customer service experience preferred
High School diploma or equivalent and or AA Degree a plus
1-year administrative work experience in a manufacturing environment preferred
Experience with an ERP system similar to Epicore a plus
Able to sit at and work on a computer for extended periods.
Able to lift 10 pounds and reach/bend to retrieve documents in cabinets and on shelves.
Effective interpersonal skills with a proactive approach to customer service
Excellent verbal and written communication skills
Strong organizational and attention to detail?
Proficient in Microsoft Office, CRM and ERP

Responsibilities

Establish and build strong client relationships with customers that allow for sales increases and rapid resolution of customer issues to ensure a positive customer experience
Proactively communicate production changes to customers.
Respond to customer inquiries in a timely manner.
Provide pricing to customers when needed.
Exude the proper sense of urgency based on the needs of the customer.
Exemplify teamwork and provide exceptional support to internal and external customers
Record customer changes and process appropriately through production.
Escalate concerns and involve proper departments when needed.
Handle day to day activities of assigned account list and serve as liaison between customer, quality, engineering and manufacturing departments
Process and verify purchase orders.
Estimate delivery times on orders, factoring in lead time and track through the production process.
Monitor production processes for communication purposes including fulfillment, shipping and logistics requirements.
Manage CRM and meet all requirements for effective data management
Run daily reports to track orders and act accordingly.
Maintain and communicate through a shared group box for all customer inquiries
Manage customer data within company systems including ERP & CRM systems
Perform account maintenance duties for customers including portal management