Customer Support Specialist

Trust Automation

Trust Automation has over 30 years of experience in custom motors, linear drives, digital drives, and systems which meet the unique needs of its customers. Its product line includes motors, linear drives, digital drives, custom assemblies, and products to fit unique applications and ground-up system design and manufacturing solutions. We design, build and support control and power management systems for the most demanding defense, semiconductor, industrial automation, and medical applications.

Trust Automation is an equal opportunity employer and committed to attracting, hiring, developing, and retaining a skilled, productive, and diverse workforce, personnel with competencies and experience related to the regional and State population. Every employee has an "at-will" relationship with Trust Automation. This means that employment with Trust Automation is at the mutual consent of the employer and the employee and is subject to termination by either party at will, with or without cause or advance notice.

Job Summary

The Customer Support Specialist will perform administrative duties and promote customer satisfaction. Success in this position will be achieved through communication, organization and the ability to drive projects to resolution. The Specialist will collaborate with other employees while providing excellent internal and external customer support.

Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions.

• Coordinate sales activities by managing calendars, organizing client's information and documents, entering data in the ERP system and communicating information to staff as needed.
• Champion the customer and be the first point of contact with the customer by answering calls, emails, and queries accurately and consistently.
• Maintain a smartly presented, polite, diligent, positive, and professional attitude at all times while demonstrating product knowledge.
• Manage customer expectations through clearly explaining situations, next steps and potential outcomes.
• Take ownership of queries, resolve routine issues, and escalate more complex issues to management.
• Assist in the preparation and keep inventory of sales/marketing materials and order new ones when appropriate.
• Inform clients of unforeseen delays or problems, or work with sales reps to inform clients of delays and problems (as well as to solve these problems).
• Answer customer questions by phone and email.
• Track orders and maintain and communicate schedule for delivery.
• Produce reports or methods of statistical tracking and analysis.
• Support sales efforts before and after the sale to achieve sales goals.
• Coordinate all return authorizations, working directly with customers as primary interface.
• Process all returns through Trust Automation ERP system, following all current procedures.
• Interact with other Departments and Divisions to help sustain and grow our sales efforts.
• Execute other duties as assigned to support the Sales and Marketing Department.

Position Requirements

• High School Diploma or GED with 5 years relevant experience OR Associate's degree in business administration (or related degree) with 3 year's relevant experience OR a Bachelor's degree with 0-3 years of experience.
• Or an equivalent combination of education and experience.
• Excellent customer service mindset and superb communication skills (written, oral and electronic).
• The ability to prioritize and deal effectively with people at all levels.
• Must be fluent in MS Office Suite, especially Word, Excel, and PowerPoint.
• Prior experience with an ERP (enterprise resource program) preferred.
• Must have a valid CA driver's license.
• This position may be asked to drive for company purposes during the course of employment. If asked and agreed upon, employees must possess a valid California Driver's License and clean driving record.
• May participate in the identity verification process to access secure client or government portals by authorizing certified supplier or customer management platforms to obtain information from your personal credit profile or other information, solely to verify your identity.

Physical Requirements

• Hearing and speaking to exchange information in person, on the telephone or virtually.
• Dexterity of hands, fingers, and wrist to operate a computer keyboard, calculator or assemble/manufacture intricate items.
• Seeing to read a variety of materials.
• Sitting or standing for extended period of time
• Physical agility to lift 20 pounds to shoulder height.
• Physical agility to lift, carry, push, or pull objects.

Pay scale for this position - $28.00 - $35.00 Hourly