Customer Support Specialist

Essential Functions:

• Works with customers and internal departments to facilitate order processing, shipment coordination, and resolution of customer requests. 

Customer Account Management 

• Serve as primary point of contact for assigned customer accounts. 
• Maintain professional and responsive communication with customers. 
• Build and maintain strong customer relationships. 

Order Management & Processing 

• Enter and maintain all customer orders accurately. 
• Verify pricing, quantities, and delivery timelines. 
• Monitor order status and ensure timely completion. 
• Enter all sample requests and monitor for timely shipments. 

Shipping & Logistics Coordination 

• Schedule pickups and coordinate shipments with warehouse personnel. 
• Prepare and verify shipping documentation for accuracy and compliance. 
• Communicate shipment details with customers. 
• Monitor outbound shipments for correct shipping documents, placards and necessary paperwork. 

Invoicing & Accounts Receivable Support 

• Generate invoices for all completed orders. 
• Monitor assigned customer accounts for past-due balances. 
• Perform basic follow-up and notify management of outstanding issues.  

Customer Performance & Activity Monitoring 

• Review customer order trends compared to prior periods. 
• Identify inactive or declining accounts. 
• Conduct proactive outreach to maintain engagement and identify opportunities. 

Customer Issue & Quality Complaint Intake 

• Serve as initial point of contact for customer concerns or product issues. 
• Gather detailed and structured information using standard intake procedures. 
• Document and escalate issues appropriately to management. 

Front Office & General Support 

• Answer incoming calls and direct inquiries appropriately. 
• Greet and assist visitors as needed. 
• Maintain a professional front-office presence. 
• Open, stamp and distribute mail daily. 

Purchasing & Administrative Support 

• Order office and facility supplies as assigned. 
• Enter requisitions for non-inventory purchases as required. 

Additional Responsibilities 

• Participate in required safety and compliance training as required by Federal, State, County, and Local regulations as well as company policies. 
• Suggest improvements for safety and compliance. 
• Promptly reports any safety inciden