Customer Support Specialist

Helix Operating Company LLC•Beachwood, OH

7d•$25 - $28•Onsite

About The Position

The Customer Support Specialist is the first point of contact for Helix customers and manages customer orders, open orders, delivery updates, and inquiries. The role calls for empathy, strong communication, accuracy, and the ability to stay composed while managing multiple priorities in a fast-moving environment. The specialist works with internal teams to gather information and resolve customer challenges, supports sales activities, and provides general office support. The position is located in Beachwood, Ohio, with hours of 8:00 a.m. to 4:30 p.m.

Requirements

Experience in customer service, inside sales, or customer-facing support.
Strong verbal and written communication skills.
Ability to manage multiple priorities accurately and with attention to detail.
Comfort using ERP/CRM systems such as Epicor or Salesforce, or ability to learn quickly.
Track record of building strong customer relationships through empathy, responsiveness, and reliability.
Applicants must be U.S. persons (U.S. citizens or lawful permanent residents) due to U.S. export control laws.

Nice To Haves

Experience in a manufacturing or industrial environment is preferred.
Familiarity with order entry, quoting, or sales support processes.

Responsibilities

Enter, process, and close customer orders and RMAs in Sales and Epicor ERP within 24 hours of receipt.
Respond to phone and email inquiries within 24 hours, using active listening to provide clear, accurate answers.
Monitor open orders, anticipate delays, and proactively update customers.
Partner with Production, Engineering, Quality, Finance, and Shipping to gather information and resolve challenges.
Handle difficult conversations patiently and empathetically, keeping interactions solution-oriented.
Build and maintain strong customer relationships.
Support the sales team with quoting, order follow-up, and reporting.
Log customer calls, emails, and conversations in Salesforce and/or Epicor.
Provide general office support, including phones, reception, and mail.