Customer Support Specialist

AESSEAL Inc.•Odessa, TX

1d•Onsite

About The Position

The Customer Support Specialist will support the MS&S sales team and collaborate with AESSEAL sister organizations to achieve new business development, commercial, and operational objectives. This role provides responsive customer support via phone, email, walk-in service, pickup, and delivery, communicating order status, pricing, lead times, and revised delivery dates to customers and internal stakeholders. The specialist will accurately and promptly process customer transactions in SAP, monitor existing customer orders to ensure on-time delivery, and coordinate with Workshop and Purchasing teams to meet customer delivery requirements. Responsibilities also include commercially and technically assessing repairs, preparing repair quotations, and providing quotations for new items using eVE and other approved tools. The role requires effective use of AESSEAL Portal tools, including Quick Quote, Web GA, Drawing Search, the Knowledge Database, CSDS, and eVE. Additionally, the specialist will enter and maintain customer information in required customer portals, monitor inventory, perform quality checks, prepare orders for shipment, and provide cross-functional support as needed. The position emphasizes promoting customer satisfaction through service excellence and reinforcing AESSEAL's mission, vision, values, behaviors, and culture. Adherence to all HESQ standards and ethical standards is required.

Requirements

Ability to perform work accurately and thoroughly.
Ability to adapt to change in the workplace.
Ability to communicate effectively with others using the spoken word.
Ability to communicate in writing clearly and concisely.
Ability to take care of the customers’ needs while following company procedures.
Ability to work at a sustained pace and produce quality work.
Ability to focus on a goal and obtain a pre-determined result.
Operate standard computer equipment and demonstrate proficiency in Microsoft Office and SAP systems.
Use AESSEAL Portal tools effectively, including CSDS, Drawing Search, eVE, and Quick Quote.
Minimum of 1-2 years of related experience; or equivalent combination of education and experience.

Nice To Haves

High School Graduate or GED preferred but not required.
SAP experience preferred.
Prior experience with or knowledge of mechanical seals or pumps preferred but not required.

Responsibilities

Support the MS&S sales team and collaborate with AESSEAL sister organizations to achieve new business development, commercial, and operational objectives.
Provide responsive customer support by phone, email, walk-in service, pickup, and delivery; communicate order status, pricing, lead times, and revised delivery dates to customers and internal stakeholders.
Process customer transactions accurately and promptly in SAP, including sales orders, invoices, production orders, purchase orders, goods receipts, credit memos, rebills, notification numbers, repair codes, and bills of material.
Monitor and progress existing customer orders to ensure customer delivery on time, and, where required, provide internal and external updates on order status.
Coordinate with the Workshop and Purchasing teams to meet customer delivery requirements and resolve order, material, or scheduling issues.
Commercially and technically assess repairs, prepare repair quotations, and provide quotations for new items using eVE and other approved tools.
Use AESSEAL Portal tools, including Quick Quote, Web GA, Drawing Search, the Knowledge Database, CSDS, and eVE, to determine pricing, locate drawings, and confirm material and application information.
Enter and maintain customer information and transactions in required customer portals, including Ariba, Coupa, and OpenInvoice.
Monitor inventory and stock levels, determine system inventory availability for processing needs, pull items for active orders, and receive daily deliveries by verifying quantities and shelving materials appropriately.
Perform quality checks to confirm parts and items are manufactured accurately and meet applicable requirements.
Prepare orders for shipment, including boxing, labeling, packing slips, proof-of-delivery documentation, invoices, and other required records.
Locate and provide updates on new and repair order inquiries and create required labels for repairs and customer locations.
Locate in-house drawings needed for repair or manufacturing activities.
Pick up and deliver customer orders, parts, tools, and shop items as business needs require.
Assist with seal assembly, repair, and pressure testing when trained and authorized to perform the work.
Provide cross-functional support throughout the workday based on operational needs while maintaining customer service and work priorities.
Promote customer satisfaction through service excellence and support leadership in reinforcing AESSEAL mission, vision, values, behaviors, and culture.
Perform other duties and responsibilities as assigned based on business needs.