What are the responsibilities and job description for the Customer Support Lead position at Technetics Group?
Job Summary
The Customer Service Lead supports key customers by managing quotations, order processing, and inside sales activities requiring working knowledge of product specifications, pricing structures, contracts, company policies, and ERP systems. This role acts as a primary interface between customers, inside and outside sales teams, and internal functions to ensure accurate and timely execution from quotation through order fulfillment, delivery, and post‑delivery support, while maintaining high standards of customer satisfaction.
Safety
Essential Functions:
Embrace the values of the Enpro safety pledge in each of the responsibilities below. Participate in the organization’s safety culture and aim to continuously improve safety within all aspects of your work.
Respect
Foster a work environment that promotes mutual respect of all colleagues and creates an environment focused on a dual-bottom line.
Excellence
Promote the Sealing Technologies and Enpro culture around creating value and driving excellence in our organization by:
Enpro is a leading industrial technology company focused on critical applications across many end-markets, including semiconductor, industrial process, commercial vehicle, sustainable power generation, aerospace, food and pharma, photonics and life sciences. The company operates in two segments: Sealing Products and Advanced Surface Technologies.
At Enpro, we believe that diversity drives innovation and inclusion fosters growth. We are committed to creating a workplace where everyone feels valued and respected. Our employment decisions are based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, marital status, military service, or any other status protected by applicable law. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Human Resources, and we will make all reasonable efforts to accommodate your request.
Technetics Group is a subsidiary of Enpro, a leading industrial technology company focused on critical applications across many end-markets, including semiconductor, industrial process, commercial vehicle, sustainable power generation, aerospace, food and pharma, photonics and life sciences.
At Enpro, we believe that diversity drives innovation and inclusion fosters growth. We are committed to creating a workplace where everyone feels valued and respected. Our employment decisions are based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, marital status, military service, or any other status protected by applicable law. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Human Resources, and we will make all reasonable efforts to accommodate your request.
Enpro Inc. is an equal opportunity employer. Legal authorization to work in the United States is required. We will not sponsor employment visas now or in the future for this job.
This position involves access to information that is subject to U.S. export controls. Any job offer made will be contingent upon the applicant’s capacity to serve in compliance with U.S. export controls.
#TechneticsGroup
The Customer Service Lead supports key customers by managing quotations, order processing, and inside sales activities requiring working knowledge of product specifications, pricing structures, contracts, company policies, and ERP systems. This role acts as a primary interface between customers, inside and outside sales teams, and internal functions to ensure accurate and timely execution from quotation through order fulfillment, delivery, and post‑delivery support, while maintaining high standards of customer satisfaction.
Safety
Essential Functions:
Embrace the values of the Enpro safety pledge in each of the responsibilities below. Participate in the organization’s safety culture and aim to continuously improve safety within all aspects of your work.
Respect
Foster a work environment that promotes mutual respect of all colleagues and creates an environment focused on a dual-bottom line.
Excellence
Promote the Sealing Technologies and Enpro culture around creating value and driving excellence in our organization by:
- Support assigned product lines and support inside sales activities in alignment with business and customer service objectives.
- Serve as the primary customer contact for quotations, orders, deliveries, returns, credits, and general inquiries.
- Prepare and process customer quotations and orders in the ERP system, including pricing, approvals, audits, RMAs, billing adjustments, and credits.
- Coordinate internally with sales, production, supply chain, quality, and finance to ensure accurate and timely order fulfillment.
- Communicate proactively with customers regarding order status, delivery schedules, changes, expedited requests, and non‑standard requirements.
- Manage customer and prospect accounts, including required documentation and visual/export compliance screenings as needed.
- Manage CRM tools, customer portals, open order reports, and customer performance metrics.
- Resolve customer complaints and escalation issues and support continuous improvement initiatives.
- Ensure compliance with applicable quality standards, export control regulations, and company policies throughout the order‑to‑cash process.
- Meet established performance expectations related to quote turnaround time, order accuracy, customer responsiveness, and documentation.
- Maintain accurate and complete records of customer communications, orders, and internal documentation.
- Participate in customer meetings, operational reviews, training, safety initiatives, and other duties as required.
- Minimal travel expectations as needed for customer visits.
- Cross‑functional coordination with but not limited to sales, supply chain, production, Finance, Engineering and Quality.
- Strong customer relationship management and issue resolution skills
- Professional written and verbal communication skills
- Strong organizational skills; ability to manage multiple priorities in a fast‑paced environment
- High attention to detail, accountability, and sense of urgency
- High school diploma/GED required.
- 5 years of experience in customer operations, inside sales, or sales operations within a manufacturing or industrial environment required.
- Demonstrated expertise in ERP‑driven quoting, pricing, order entry, RMAs, and billing adjustments required.
- Proven ability to independently manage complex customer issues, escalations, and non‑standard requirements required.
- CRM experience (Salesforce or similar) required.
- Strong pricing, quoting, and margin application skills required.
- Ability to work independently with minimal supervision required.
Enpro is a leading industrial technology company focused on critical applications across many end-markets, including semiconductor, industrial process, commercial vehicle, sustainable power generation, aerospace, food and pharma, photonics and life sciences. The company operates in two segments: Sealing Products and Advanced Surface Technologies.
At Enpro, we believe that diversity drives innovation and inclusion fosters growth. We are committed to creating a workplace where everyone feels valued and respected. Our employment decisions are based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, marital status, military service, or any other status protected by applicable law. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Human Resources, and we will make all reasonable efforts to accommodate your request.
Technetics Group is a subsidiary of Enpro, a leading industrial technology company focused on critical applications across many end-markets, including semiconductor, industrial process, commercial vehicle, sustainable power generation, aerospace, food and pharma, photonics and life sciences.
At Enpro, we believe that diversity drives innovation and inclusion fosters growth. We are committed to creating a workplace where everyone feels valued and respected. Our employment decisions are based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, marital status, military service, or any other status protected by applicable law. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Human Resources, and we will make all reasonable efforts to accommodate your request.
Enpro Inc. is an equal opportunity employer. Legal authorization to work in the United States is required. We will not sponsor employment visas now or in the future for this job.
This position involves access to information that is subject to U.S. export controls. Any job offer made will be contingent upon the applicant’s capacity to serve in compliance with U.S. export controls.
#TechneticsGroup