Customer Support Specialist

Customer Support Specialist

Position Summary

The Customer Support Specialist is responsible for managing assigned customer accounts and providing exceptional customer service throughout the order fulfillment process. Similar to other Customer Support Representatives (CSRs), this role serves as the primary point of contact for customers, ensuring timely communication, accurate order management, and strong cross-functional coordination.

In addition to standard CSR responsibilities, this position has a specialized focus on supporting new customer launches. The Customer Support Specialist partners closely with Sales, Operations, Production, Planning, and Quality teams to ensure seamless onboarding experience for new customers, facilitating successful project implementation from initial order through production and delivery.

This position requires Technical and Project Management Skills. This is NOT a retail customer service position. 

Qualifications:

Key Responsibilities

• Manage a portfolio of customer accounts, providing proactive and responsive customer support.
• Process customer orders accurately and efficiently while monitoring order status through completion.
• Coordinate with internal departments to ensure customer requirements, production schedules, and delivery expectations are met.
• Serve as the primary customer contact for order inquiries, scheduling updates, product information, and issue resolution.
• Lead customer support activities related to new customer launches, ensuring all requirements are communicated, documented, and executed successfully.
• Collaborate with Sales and cross-functional teams to coordinate timelines, product specifications, artwork approvals, and launch milestones.
• Monitor launch progress and proactively identify and resolve potential issues to minimize delays.
• Maintain accurate customer records, order documentation, and communication within company systems.
• Support continuous improvement initiatives by identifying opportunities to enhance customer experience and launch processes.
• Build and maintain strong customer relationships through professional, timely, and effective communication.

Qualifications

• Experience with constant changing timelines and delivery schedules is highly preferred.
• Must be able to contact customers with sensitive information.
• Experience in meeting crucial customer deadlines is highly preferred.
• 2 years minimum of customer support experience is required.
• 2 years minimum experience in Project Management.

• Previous experience in customer service, customer support, account management, or order management within a manufacturing environment preferred.
• Strong organizational and multitasking skills with the ability to manage multiple priorities.
• Proficiency in Microsoft Office and ERP/customer management systems.
• Ability to work collaboratively across multiple departments in a fast-paced environment.
• Excellent verbal and written professional communication skills.
• Attention to detail is critical. Detail oriented.
• Project Management Skills
• Technical skills
• Initiative
• Problem Solving
• Must have a level of proficiency with general business software such Microsoft Word and Excel.

Success Factors

• Strong customer focus and commitment to service excellence.
• Ability to manage complex projects and new customer implementations.
• Effective communication and relationship-building skills.
• Strong organizational, planning, and follow-through abilities.
• Ability to adapt to changing priorities while maintaining accuracy and professionalism.

Physical Qualifications

• Ability to bend, reach, crawl, twist and lift at least 10 pounds unassisted is required.
• The ability to remain in a standing position for long periods of time is required.
• The ability to see, hear, count, read and follow verbal directives in English is required.