Customer Support

Aston Carter•Sun Prairie, WI

1d•$22 - $24•Onsite

About The Position

The Customer Support Specialist provides responsive, detail-oriented support to customers and field crews by preparing service and production part orders, handling incoming calls, and accurately entering sales and order information into various systems. This role serves as a key liaison between customers, engineering, sales, and other internal departments to ensure issues are clearly defined, promptly addressed, and effectively resolved in a fast-paced environment.

Requirements

1–3 years of experience in the construction industry.
Proven ability to work effectively in a fast-paced, sometimes stressful environment.
Strong customer-focused attitude with experience in customer support, customer service, or technical support.
High attention to detail and the ability to accurately enter data with minimal errors.
Experience with order entry and data entry in business or customer support systems.
Ability to communicate clearly and professionally with customers, field crews, installers, and internal teams.
Ability to handle challenging, upset, or demanding customers while maintaining composure and professionalism.

Nice To Haves

Ability to read and interpret blueprints, bills of materials (BOMs), and related construction documents is highly preferred.
Experience identifying parts from BOMs and design documents is highly preferred.
Background or familiarity with construction environments, building components, or job site documentation.
Demonstrated ability to collaborate effectively with engineering, sales, and other departments to resolve issues.
Comfort working with multiple systems and databases to enter, track, and update customer and order information.

Responsibilities

Prepare service and production part orders based on customer requests, ensuring accuracy and completeness of all information.
Receive customer calls, document issues in the database, and initiate appropriate corrective action plans to resolve problems.
Input sales and order information into various systems with a high level of accuracy and attention to detail.
Handle incoming calls from upset or demanding customers or field crews with professionalism, patience, and a strong customer-focused attitude.
Work directly with Engineering to identify errors, interpret technical information, and resolve field issues related to parts and building components.
Receive calls from building installers regarding job site part components or building drawings and provide clear, accurate information or escalation as needed.
Collaborate with Regional Sales Managers and customers to define customer service issues clearly and drive them to resolution.
Respond to customer information requests by coordinating with other departments to obtain accurate, timely responses.
Answer incoming phone calls and route callers to the appropriate person or department when necessary.
Perform data entry tasks, including order entry and support-related documentation, with minimal mistakes.
Support technical inquiries related to construction parts, blueprints, and bills of materials (BOMs), escalating complex issues as appropriate.
Complete other duties as assigned to support the customer support function and overall business operations.