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 handles order entry and review, checks supporting documentation for completeness and accuracy, coordinates resolution of discrepancies, maintains customer and order information, and supports invoicing and related business processes. It also serves as a primary contact for customer returns, manages RMA records and coordination, tracks status through closure, and escalates stalled or overdue matters. Product-quality concerns are documented and routed to Quality for review. The specialist builds positive relationships with customers, vendors, and internal teams; communicates professionally and responsively; and reviews orders and maintains records to support export compliance. The position has no supervisory responsibilities. Travel is not expected.

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 contact for customer return requests and communicate status accurately and promptly.
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; escalate and coordinate recovery actions for stalled or overdue matters.
Document product-quality concerns and route them 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 and work 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 about applicable export compliance procedures and policies.