Customer Support Specialist

KSB•Grovetown, GA

40d

About The Position

As a Customer Support Specialist, you play a key role in driving spare parts sales by delivering superior customer service. You will serve as the first point of contact for customer inquiries, providing timely quotes, processing orders, and updating customers’ status on orders. Your daily objectives center on clear, accurate communication and effective order management, ensuring customers receive both the right materials and essential information. In addition to order-related responsibilities, you will also perform critical administrative duties that contribute to the success of the sales team.

Requirements

College degree preferred.
Preferred: 2–5 years of experience supporting customers and sales channels for a global company in an inside customer service or inside sales role within the industrial sector.
Primarily desk based duties

Responsibilities

Parts Quotations Respond promptly and professionally to Requests for Quotations (RFQs).
Provide comprehensive quotes, including recommended parts, pricing, lead times, delivery schedules, and applicable terms and conditions.
Ensure all quotations are accurate and distributed to relevant parties in a timely manner.
Create and maintain part numbers, pricing, and customer details in the system as needed.
Parts Orders Receive and validate customer purchase orders for accuracy and completeness, ensuring all quoted or contractual details match.
Assist customers in reconciling purchase orders with GIW-submitted quotes/contracts, resolving discrepancies before order processing.
Accurately draft, issue, and communicate sales orders after purchase order validation.
Manage the processing, documentation, and timely release of sales orders to appropriate teams.
Ensure expedited and rush orders are accurately updated in the system for timely material release.
Maintain open communication with Warehouse/Materials Management, Purchasing, Operations, Marketing, Engineering, and Customers to ensure delivery requirements are met.
Enforce GIW’s terms and conditions, including cancellation and restocking fees when applicable.
Administrative Support Release available material in the ERP system and communicate delivery orders to the warehouse team weekly for further processing.
Maintain orderly and accurate order files in accordance with GIW procedures and guidelines.
Investigate and resolve customer issues related to deliveries, shipping, or order status, providing supporting documentation as needed.
Collaborate with Accounts Payable to resolve pricing discrepancies.
Provide timely status updates and weekly order status reports to key stakeholders.
Assist Sales and Strategic Account Managers with customer cross-reference files, consignment accounts, and long-term parts contracts as required.
Provide backup support to colleagues as needed.
Complete assigned duties and responsibilities within designated timeframes, keeping the manager informed of any issues or irregularities.
General Maintain consistent compliance with all GIW policies and procedures.
Adhere to QHSE (Quality, Health, Safety & Environment) guidelines to promote a safe, organized, and healthy workplace.
Serve as the primary point of contact for your assigned region/customers, supporting all relevant stakeholders.
Demonstrate accountability, courtesy, professionalism, and timeliness in all interactions.
Build and nurture relationships with customers and colleagues that contribute positively to GIW’s service culture.