Customer Service Product Specialist - Industrial

Job Summary

The Industrial Customer Service & Sales Support Representative is responsible for providing responsive, knowledgeable, and solutions-focused service to the company’s customer base. This role supports sales growth and customer retention by managing customer inquiries, orders, product questions, lead times, order status, and service issues across multiple communication channels.

The ideal candidate is organized, customer-focused, technically curious, and able to manage multiple priorities in a fast-paced environment. This position requires strong communication skills, sound judgment, attention to detail, and the ability to quickly learn industrial products, applications, and manufacturing processes.

Essential Functions

• Serve as a primary point of contact for industrial customers through inbound and outbound phone calls, email, social media, and other communication channels.
• Provide professional, timely, and solutions-oriented customer service throughout the customer relationship.
• Respond to customer questions regarding products, availability, lead times, orders, shipping, and order status.
• Provide accurate product information, recommendations, and basic product support based on customer needs.
• Communicate product availability, manufacturing lead times, and order updates clearly and accurately.
• Investigate customer concerns and coordinate with internal departments, including sales, operations, manufacturing, purchasing, and shipping, when necessary.
• Maintain customer satisfaction in accordance with company standards and established service metrics.
• Build and maintain strong relationships with customers, coworkers, and internal business partners.
• Handle difficult, frustrated, or escalated customers with professionalism, diplomacy, empathy, and sound judgment.
• Support sales growth by identifying customer needs, providing appropriate product information, and recognizing potential sales opportunities.
• Maintain current knowledge of company products, services, manufacturing processes, policies, and procedures.

Secondary Duties

• Perform data entry and maintain accurate records.
• Provide additional administrative or customer service support as needed.

QualificationsEducation

• High school diploma or GED required.
• Post-secondary education, technical training, or coursework in business, manufacturing, sales, customer service, or a related field is preferred.

Experience

• Previous experience in customer service, inside sales, sales support, order management, manufacturing, distribution, technical support, or a related field preferred.
• Experience working with industrial, manufacturing, mechanical, technical, or product-based customers is a plus.
• Experience handling multiple customer requests or priorities in a fast-paced environment preferred.

Required Skills & Competencies

• Strong verbal and written communication skills.
• Professional phone presence, tone, and etiquette.
• Strong organization and time-management skills.
• Ability to prioritize and manage multiple customer requests simultaneously.
• Strong attention to detail and accuracy.
• Ability to quickly learn product information, systems, processes, and manufacturing concepts.
• Strong problem-solving and troubleshooting skills.
• Ability to communicate technical or product information in a clear, customer-friendly manner.
• Strong interpersonal and relationship-building skills.
• Demonstrated diplomacy, patience, and tact when handling stressful or difficult situations.
• Customer-focused mindset with a genuine desire to help others.
• Ability to take ownership of customer issues and follow them through to resolution.
• Ability to work effectively both independently and as part of a team.
• Intermediate computer proficiency, including Microsoft Word, Excel, PowerPoint, and Outlook.
• Ability to learn and effectively use company-specific CRM, ERP, order management, and communication systems.

Work Environment

• This is an in-person position.
• Fast-paced industrial/customer service environment requiring frequent interaction with customers and internal departments.
• May require extended periods of computer and telephone use.
• Requires the ability to manage changing priorities while maintaining accuracy and professionalism.

Pay: $18.00 - $20.00 per hour

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance

Experience:

• Industrial Customer Service : 1 year (Required)
• manufacturing, distribution, or product-based environment?: 1 year (Preferred)
• Microsoft Office applications: 1 year (Preferred)

Location:

• Abbeville, SC 29620 (Required)

Work Location: In person

Salary : $18 - $20