Sales Support Specialist

Job Summary

The Customer Service Representative supports business‑to‑business (B2B) customer order processing and related administrative activities under established procedures and supervision. This role assists with routine quotation and order entry tasks, customer inquiries, and documentation while learning company products, systems, and policies. The position works closely with senior customer service staff and internal teams to support accurate order processing and a high level of customer satisfaction for commercial and industrial customers.

Essential Functions:

Safety:

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 B2B customer service operations, assisting commercial and industrial customers with order processing, inquiries, documentation, and transactional support.
• Process customer orders through multiple channels (phone, email, EDI, ERP, portals).
• Enter, audit, and maintain orders, quotes, RMAs, credits, billing adjustments, and invoices.
• Serve as a secondary point of contact for customer orders, deliveries, returns, and inquiries.
• Communicate order status, delivery dates, changes, and expedited requests to customers.
• Maintain accurate records of customer communications and order documentation.
• Monitor open orders and communicate changes, delays, or past‑due issues internally.
• Assist in resolution of routine customer issues and escalate as appropriate.
• Utilize ERP, CRM, and customer portals to manage order activity and documentation.
• Follow established procedures to ensure order accuracy and data integrity.
• Meet established performance standards for accuracy, responsiveness, and turnaround time.
• Ensure compliance with quality requirements, export controls, and company policies.
• Perform other duties as assigned.
• Own customer and prospect accounts, including required documentation and visual/export compliance screenings.
• Monitor and respond to customer inquiries received through multiple channels, including phone, email, fax, and shared inboxes.
• Provide administrative and clerical support at the site level as needed to support daily operations.
• Assist with customer accounts payable and accounts receivable inquiries and manage incoming and outgoing mail distribution.
• Complete vendor surveys.

Job Competencies & Qualifications:

• Strong professional, written and verbal communication skills.
• Proficiency with Microsoft Office applications.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong organizational skills, attention to detail, and professional demeanor.

Requirements:

• High school diploma/GED required.
• 2–4 years of experience in customer operations, order management, sales support, or supply chain administration within a manufacturing or industrial environment required.
• Hands‑on experience working in an ERP system processing orders, quotations, and customer transactions required.
• B2B customer support
• Experience supporting order‑to‑cash activities, including order changes, invoicing coordination, or returns preferred.