Customer Support Specialist (CSS)
About The Position
The Customer Support Specialist partners with customers to improve business results through Controls Southern products and services. The role primarily focuses on order management, including order write-up, order entry, and expediting. Success is measured by top-line sales and gross-margin growth and customer loyalty. The position also supports sales operations and daily customer phone inquiries, provides accurate and timely non-project quotations, expands sales through value-added solutions, manages quote-to-cash order processes, and establishes and maintains customer commitment to CSI and its principals. The role works with customers, account managers, outside sales personnel, Installed Base Services personnel, solutions architects, and project managers. It handles customer communications and quotations, order and purchasing processes, project and contract invoicing, equipment and shipment coordination, reporting, and related administrative support. Occasional travel may be required. The role is largely sedentary, with some filing and associated lifting, bending, or standing, and requires adequate hearing and speech/communication capabilities.
Requirements
- Minimum 5–7 years of experience using computerized order-entry, order-processing, and invoicing systems, or similar/equivalent systems.
- Experience with Microsoft Office, including Excel, Word, and PowerPoint; the qualifications also list Outlook.
- Experience with Microsoft Project and computer networks.
- Effective interpersonal and oral and written communication skills.
- Ability to meet the role's physical demands, including occasional lifting of files, opening filing cabinets, and bending or standing; adequate hearing and speech/communication capabilities.
Nice To Haves
- Bachelor of Science degree preferred.
- Working knowledge of CRM programs such as Salesforce is preferable.
Responsibilities
- Maximize gross margins and top-line sales revenue across deliverables in each sales opportunity.
- Collaborate with outside sales and Installed Base Services personnel to develop Installed Base Services proposals.
- Partner with customers, account managers, and solutions architects to provide timely communications, technical product application information, and accurate non-project quotations.
- Provide quotes for PSG repairs and parts orders.
- Check project-related DeltaV hardware and software Bills of Materials developed by Solutions Architects in Symphony for pricing discrepancies before proposals are sent.
- Visit key customer accounts.
- Manage the purchase order process for assigned customers.
- Participate in post-project-award internal handoff meetings with the Account Manager, Solutions Architect, and Project Manager.
- After project completion, ensure hardware, software licenses, and other associated product and service costs align with invoices and are closed out.
- Coordinate receipt of equipment shipped to Control Southern for staging and arrange appropriate warehouse storage until project managers need it.
- Prepare weekly and monthly reports, including weekly open-order and monthly labor-closing reports.
- Write up and submit necessary RMAs.
- Assist with the PSG past-due accounts receivable reconciliation process.
- Manage invoicing and project expenses, including contracts and subcontractors; gather approvals and provide supporting documentation such as timesheets and receipts.
- Organize project Bills of Materials after they are received in the warehouse.
- Coordinate material shipments and expedite hardware and software deliveries as necessary.
- Schedule and attend project meetings as needed.
- Maintain a list of service contracts.
- Manage monthly contract invoicing.
- Provide daily customer phone support and manage quote-to-cash order processes.
