Customer Support Specialist

The Customer Support Specialist supports the onboarding, coordination, and ongoing success of ACT dealer and reseller relationships. This role focuses on execution, administration, and coordination rather than independent decision-making. The position works closely with sales, service, data, and accounting teams to ensure timely dealer setup, system rollouts, and responsive customer support in compliance with California wage and hour requirements.

Responsibilities:

• Support onboarding of new dealer relationships, including documentation, system setup, and coordination with internal teams.
• Participate in dealer meetings and calls alongside Dealer Development Managers.
• Collect and process dealer paperwork such as supplier codes, credit applications, and resale certificates.
• Enter and maintain accurate dealer and customer data in CRM (Microsoft Dynamics).
• Assist with system rollouts and dealer training related to ACTview, Battview, warranties, RMAs, and technical requests.
• Produce routine reports from connected devices and dealer sites.
• Serve as a liaison between dealers and internal teams (sales, service, engineering, data/NOC, accounting).
• Support periodic business reviews by compiling summaries, reports, and action items
• Monitor dealer parts stocking activity and flag gaps or issues to leadership.
• 25% Regional travel in the Southeast and occasionally Northeast and Midwest
• All other duties as required.

Skills / Other:

• Strong organizational and time-management skills with the ability to handle multiple requests.
• Clear and professional written and verbal communication skills.
• Customer-service mindset with attention to detail.
• Ability to follow established processes and escalate issues as needed.
• Proficiency in Microsoft Excel and Word; CRM experience preferred.
• Ability to work effectively with cross-functional and remote teams.

Education/ Training:

• High School graduate or equivalent, required.