What are the responsibilities and job description for the Customer Care Specialist position at ELECTRO-MECHANICAL CORPORATION?
Overview
Join our team as a Customer Care Specialist and serve as an important connection between our customers, sales team, and internal operations. This onsite position in Bristol, VA supports customers after the purchase of medium-voltage switchgear and helps ensure questions, production updates, warranty concerns, and technical issues are handled efficiently and professionally.
In this role, you will work closely with Regional Sales Managers, Sales Representatives, Distributors, Customers, Engineering, Quality, Production Control, Operations, and Field Service. The ideal candidate is organized, customer-focused, technically minded, and comfortable coordinating multiple priorities in a manufacturing environment.
Responsibilities
- Serve as a primary post-purchase point of contact for Regional Sales Managers, Sales Representatives, Distributors, and Customers regarding medium-voltage switchgear.
- Provide customers with manufacturing and order updates and coordinate expedite requests when necessary.
- Assist customers experiencing operational, maintenance, warranty, or equipment-related issues.
- Gather technical information including fault logs, photographs, test reports, and equipment details to assist Engineering, Quality, and Field Service with troubleshooting.
- Coordinate warranty and concession requests with Engineering and Quality and participate in meetings related to switchgear evaluation and resolution.
- Track customer complaints, field service requests, production status, warranty activity, and other post-sale information.
- Utilize Microsoft Excel, Word, Outlook, Global Shop, and Salesforce to maintain accurate records and communicate updates.
- Partner with Quality Assurance, Field Service, Procurement, Operations, Production Control, and Engineering to resolve customer inquiries.
- Maintain clear and professional communication with customers throughout the resolution process.
- Follow up on open issues and ensure action items are documented and communicated to the appropriate teams.
Experience
- Experience in technical customer service, after-sales support, project coordination, manufacturing support, or a similar customer-facing role is preferred.
- Experience within power distribution, electrical equipment, industrial manufacturing, or a related industry is highly desirable.
- Basic understanding of electrical components, power distribution systems, or medium-voltage switchgear is preferred.
- Strong organizational and problem-solving skills with the ability to manage multiple customer requests and priorities.
- Excellent verbal and written communication skills with the ability to communicate effectively with customers and technical teams.
- Strong proficiency with Microsoft Office, particularly Excel, Word, and Outlook.
- Experience with ERP, CRM, or manufacturing systems such as Global Shop or Salesforce is a plus.
- Ability to gather and organize technical information to support Engineering, Quality, and Field Service troubleshooting efforts.
- Ability to work full-time onsite at our Bristol, VA facility and collaborate directly with production and engineering teams.
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person
Salary : $36,880 - $51,836