Customer Support Specialist

Technology for Energy Corporation•Knoxville, TN

About The Position

The Customer Support Specialist supports daily business operations by providing customer service, processing sales orders, managing Return Material Authorizations (RMAs), and supporting compliance with applicable export regulations. The role serves as a liaison among customers, Corporate Sales & Support, Operations, and other internal departments to promote efficient order fulfillment and issue resolution. The position processes and reviews orders, verifies supporting documentation, coordinates resolution of order discrepancies, maintains accurate business information, and supports invoicing and related administrative processes. It also serves as a primary contact for customer return requests, manages RMA records and status, coordinates product receipt and evaluation through repair, replacement, or credit, and escalates stalled or overdue matters. Product-quality concerns are documented and routed to Quality as appropriate. The specialist builds positive customer, vendor, and internal relationships; responds professionally to concerns; and supports export compliance by reviewing orders, maintaining records, collaborating on export-related questions, and staying informed of applicable procedures and policies. The role has no supervisory responsibilities. It is primarily performed in a professional office and manufacturing support environment, with periodic visits to operational areas of the facility.

Requirements

High school diploma or GED.
Strong customer service and relationship-building skills.
Proficiency with Microsoft Office Suite.
Strong organizational and time-management skills.
Strong attention to detail and accuracy.
Effective problem-solving and decision-making skills.
Excellent verbal and written communication skills.
Professional telephone, email, and business etiquette.
Ability to manage multiple priorities and work effectively in a fast-paced environment.
Strong teamwork and collaboration skills.

Nice To Haves

Associate’s degree in business administration, Office Administration, or a related field.
At least three years of administrative, business operations, or office support experience, preferably in a manufacturing, engineering, technical, or professional services environment.
Experience with SAP Business One or other enterprise resource planning (ERP) systems.
Basic understanding of export compliance regulations and documentation.
Experience with order entry, order review, invoice support, or other business-process administration.

Responsibilities

Provide order-processing support for TEC programs as requested.
Enter new orders and review them in detail for accurate and timely processing.
Review orders and supporting documentation for completeness, accuracy, and compliance with internal procedures.
Coordinate with cross-functional teams to resolve order discrepancies, obtain missing information, and facilitate timely processing.
Maintain accurate customer, order, and business information in applicable systems.
Support invoicing and downstream business processes by ensuring order documentation and information are complete and accurate.
Assist with other assigned business processes and administrative activities related to order processing.
Serve as a primary point of contact for customer return requests and provide accurate, timely status communications.
Establish and control RMA records and coordinate product receipt, evaluation, repair, replacement, or credit with responsible internal departments.
Monitor RMA status, turnaround time, required approvals, customer commitments, and closure; direct escalation and recovery actions for stalled or overdue matters.
Ensure product-quality concerns are documented and routed to Quality for nonconformance or corrective-action review.
Coordinate with Corporate Sales & Support and Engineering when appropriate.
Build and maintain positive relationships with customers, vendors, and internal departments.
Address customer concerns professionally and courteously, working toward satisfactory resolutions.
Promote a positive customer experience through responsive service, professional communication, and a customer-focused approach.
Review orders and maintain records to support export compliance requirements.
Collaborate with Shipping, Business Services, and Corporate Sales & Support on export-related questions and concerns.
Stay informed of applicable export compliance procedures and policies.