Customer Support

Applied Technology Services•Middle River, MD

2d•Hybrid

About The Position

ATS is seeking a customer-focused Customer Care Representative to serve as the primary liaison between our customers, technology partners, distributors, and internal teams. This role is responsible for ensuring exceptional customer experience by processing orders, coordinating with manufacturers, resolving customer inquiries, and managing customer communications throughout the order lifecycle. The ideal candidate is organized, detail-oriented, collaborative, proactive, and enjoys building relationships while delivering outstanding customer service in a fast-paced technology environment.

Requirements

Previous experience in customer service, inside sales support, order management, account coordination, or a related customer-facing role.
Outstanding verbal and written communication skills.
Strong organizational skills with exceptional attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Positive, professional, and customer-first attitude.
Ability to work both independently and collaboratively within a team.
Strong problem-solving and critical-thinking skills.
Reliable transportation to and from the office for monthly in-person company meetings.
Proficient with Microsoft Office applications and the ability to learn CRM (i.e. ConnectWise) and order management systems.

Nice To Haves

2+ years of experience in customer service, inside sales support, order management, account coordination, or a related customer-facing role.
Experience supporting customers within the IT, technology, or value-added reseller (VAR) industry.
General understanding of information technology concepts, hardware, software, and networking.
Experience using CRM systems such as Salesforce, ConnectWise, HubSpot, or similar platforms.
Associate or bachelor's degree, or an equivalent combination of education and relevant work experience.

Responsibilities

Serve as the first point of contact for incoming customer calls, emails, and inquiries.
Deliver exceptional customer service by assisting with order status, product availability, pricing, warranties, invoices, shipping, and general account questions.
Build strong relationships with customers through timely, professional communication.
Process customer purchase orders for technology products and services accurately and efficiently.
Coordinate with manufacturers, distributors, and internal departments to resolve shipping delays, backorders, product shortages, and order discrepancies.
Track customer orders from submission through delivery and proactively communicate status updates.
Escalate customer concerns to the appropriate department when necessary.
Collect and verify payment and order information when required.
Support Account Managers and Sales Representatives with administrative and customer support activities.
Maintain organized documentation while meeting established service-level expectations.
Coordinate customer opportunities and sales activities within the company's CRM platform.
Maintain accurate documentation while meeting established service and response time expectations.
Crosstrain in multiple operational functions to provide backup support during peak workloads or employee absences.
Maintain accurate customer information, shipping addresses, and contact records.