Customer Support Specialist - Kyle, TX

Matheson•Kyle, TX

About The Position

The Customer Support Specialist performs functions primarily involving inventory planning, forecasting, and ordering cylinder packages to support smooth material flow to the end customer. The role places and manages transfer orders using customer forecasts, inventory levels, and established lead times; coordinates with cross-functional teams to support timely deliveries; and helps coordinate emergency situations with major accounts, the Emergency Response Team, and Matheson Safety Personnel. The specialist provides weekly inventory reports for major accounts, attends weekly production meetings, and follows Quality System Policies and Procedures. The role also handles routine and escalated customer inquiries and complaints, collaborates with other departments to address customer needs, and maintains accurate records of customer interactions and issue resolution. The specialist maintains documentation required for Site ISO 9001:2015 certification and supports a clean, orderly, and safe work area. Other duties may be assigned, and the position must comply with all policies and standards.

Requirements

At least 5 years of experience in Customer Service or Inventory Management.
Solid understanding of production operations, Quality System Procedures, and standard operating procedures.
Good understanding of continuous improvement and LEAN methods.
Proficiency with ERP tools.
Advanced knowledge of Microsoft Office Suite, including Microsoft Excel.
Strong verbal and written communication skills.
Knowledge of Root Cause Analysis techniques and 5S principles.

Nice To Haves

Bachelor’s degree in Business, Management, or a related field is preferred.
Planning or scheduling experience is preferred.

Responsibilities

Generate and manage transfer orders based on customer forecasts, current inventory levels, and established lead times.
Work with cross-functional teams and take the lead in supporting timely deliveries.
Coordinate emergency situations with major accounts, the Emergency Response Team, and Matheson Safety Personnel.
Provide weekly inventory reports for major accounts.
Attend weekly production meetings.
Adhere to Quality System Policies and Procedures.
Handle day-to-day and escalated customer inquiries and complaints professionally and efficiently.
Resolve customer issues promptly to maintain customer satisfaction.
Collaborate with other departments to address customer needs and concerns.
Maintain comprehensive and accurate records of customer interactions.
Track customer inquiries and complaints through resolution.
Maintain documentation required for Site ISO 9001:2015 certification.
Keep the work area clean and orderly and follow company procedures and safety policies.
Actively participate in Daily Toolbox Talk.
Perform other duties as assigned and comply with all policies and standards.