What are the responsibilities and job description for the Customer Support Specialist position at Engineered Corrosion Solutions, LLC?
Description
Job Summary:
The Customer Support Specialist plays a vital role in supporting all post-sale customer activities to uphold ECS’s reputation as the leading corrosion solution provider. This position ensures customers receive consistent, reliable, and high-quality support through clear communication, efficient processes, and proactive service.
Supervisory Responsibilities
Required Skills/Qualifications:
Job Summary:
The Customer Support Specialist plays a vital role in supporting all post-sale customer activities to uphold ECS’s reputation as the leading corrosion solution provider. This position ensures customers receive consistent, reliable, and high-quality support through clear communication, efficient processes, and proactive service.
Supervisory Responsibilities
- None
- Deliver exceptional support by anticipating customer needs, exceeding expectations, and ensuring customers feel valued.
- Process orders from quote through completion, including international orders.
- Coordinate with external vendors for repairs as needed.
- Interact with customers via phone, email, online chat, and virtual meetings.
- Author situationally appropriate emails with appropriate context and detail to inform necessary parties of timely information related to customer requests.
- Gather field service visit details and log all customer interactions in Salesforce.
- Resolve post-sale inquiries, including order status and shipping issues, with creativity and urgency.
- Coordinate with the Production and shipping teams to prioritize shipping and fulfill customer commitments.
- Work closely with the Sales, Engineering, Quality and Field Service teams to resolve technical or process-related issues.
- Accurately document all customer communications and activities in Salesforce.
- Back up other Customer Support team members as needed.
- Number of customer calls handled
- Quotes processed
- Cases logged
- Customer survey results
Required Skills/Qualifications:
- Strong communication and interpersonal skills
- Must be able to work efficiently in a team environment
- Great attention to detail
- Ability to perform basic math problems
- High accountability and self-motivation
- Exceptional organization and prioritization abilities
- Proactive problem-solving mindset
- Proficiency in Microsoft Outlook and Word
- Experience in use of CRM applications, with specific interest in Salesforce
- Experience with Microsoft Teams
- Experience using Microsoft Excel
- HS Diploma or equivalent – required
- 3 years of customer service experience – required
- 3 years of customer service experience in a business-to-business environment – preferred
- Hours are currently 8am to 5pm, Monday through Friday, but are subject to adjustments to support business need
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to maneuver the facility to work with other departments, including Production and Shipping areas of the building.
- Ability to lift up to 15 pounds as necessary
- Must have reliable means of transportation
- None
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