CUSTOMER SERVICE SUPPORT REPRESENTATIVE

About us

Smalley is the global manufacturing leader of precision metal formed products – known for  our Spirolox® retaining rings and Crest-to- Crest® wave springs. Our success is propelled by our inventive spirit, devoted team members, extensive engineering proficiency, and technical ability, cultivated by over 100 years of manufacturing excellence. We supply to industries including aerospace, automotive, medical, energy, robotics and industrial machinery – supporting over 70% of the Fortune 500 global manufacturers. We are proud of our commitment to delivering innovative, high-quality products, relentless pursuit of improvement, and unwavering dedication to providing excellent service to our valued customers.

Why Smalley?

At Smalley, we take pride in cultivating an inclusive work environment that values creativity, collaboration and diversity. We believe in our associates' unique perspectives that they bring to every challenge, which is why we will empower you to push the boundaries of what is possible. We are committed to nurturing an enjoyable work atmosphere demonstrated through activities such as Spirit Days, Cancer Awareness events, Health and Wellness activities, and fun sports opportunities to play in basketball, bags, and ping pong tournaments!

We Offer

• Competitive compensation and benefits package as well as: Medical, Dental, Vision, 401k match, Life insurance, Tuition Reimbursement, PTO, and more!
• Opportunities for career advancement and professional growth
• Ongoing learning and training and development opportunities
• Company and department led team-building activities and events

Job Summary

We have an opening for a Customer Service Support Team Member in our Customer Service Department! The CSS will perform a wide range of administrative and clerical support activities for the Customer Service department.  The CSS will ensure the efficient and smooth flow of incoming purchase orders as received from customers via email, portals, EDI, fax, and mail directly to CSRs for processing or into delegation bins.  The CSS team members are responsible for managing the general department shared email inbox with the appropriate urgency, etiquettes, and follow through necessary to appropriately address all received emails and/or make sure items are forwarded to the right recipients. The CSS is required to be a customer service oriented individual who possesses the innate ability to manage multiple tasks, prioritize, organize and communicate with all levels of internal and external staff/customers. 

Responsibilities 

• Provide support within the Customer Service department by organizing, prioritizing and managing incoming purchase orders and related customer service correspondences. This includes, but is not limited to:
  • Retrieval of customer orders via the general email inbox
  • Retrieval of orders and acknowledgement of orders via customer portals
  • Urgent/Expedited/Hot PO management and delegation
  • Stamping, logging, sorting and prioritizing POs either directly to a CSR for entry or into delegation bins
  • Miscellaneous mail processing
  • Customer status reports/correspondences
  • Setting up new and maintaining customer account information
• Email Inbox management
• Interacting and working closely with CSS teammates, CSRs, TLs, Supervisors and Manager, as well as interacting and consulting with individuals from various other departments
• Building sustainable relationships of trust through open and interactive communication with both internal and external customers
• Following communication procedures, guidelines and policies
• Strives to foster a climate of positive morale and teamwork with every employment action
• Takes ownership of tasks and responsibilities, ensuring consistent follow-through, quality, and timely completion, while