Customer Support Specialist

Summary 

The Customer Support Specialist is responsible for managing order intake, quoting, and order entry for both new equipment and aftermarket parts within the ERP system (Epicor). This role ensures all required technical, commercial, and customer information is gathered, validated, and accurately entered to support efficient execution.

This position serves as the primary point of ownership for:

• New equipment order entry, including gathering all required documentation and inputs prior to ERP entry in accordance with company policies and order entry requirements.
• Aftermarket parts quoting, order processing, and coordination through fulfillment.
• Maintaining order accuracy, status communication, and support of invoicing and closeout activities.
• The role works cross-functionally with Project Management, Field Operations, Service Operations, Supply Chain, and Finance to ensure customer satisfaction and company profitability.

This role is responsible for: 

• Managing aftermarket service and new equipment requests to ensure customer satisfaction and company profitability. 
• Adhering to established policies and procedures to promptly resolve customer issues and aftermarket part needs. 
• Obtaining quotes from Supply Chain as required.
• Providing order status updates to both internal and external customers.
• Managing order entries for all products manufactured in the HLAD production unit. 
• Assisting in the development and improvement of existing processes and documented standard work within the Commercial Operations Department. 
• Performing all responsibilities under the guidance and supervision of the Director of Commercial Operations. 

Essential Duties and Responsibilities:

• Customer Coordination (Aftermarket): 
• Determine customer needs and requirements. 
• Develop, prepare, and send price quotes for aftermarket parts and services. 
• Obtain purchase orders from customers and convert approved quotes into sales orders. 
• Provide status updates to the internal team and customers regarding project and parts status. 

Order Management (Aftermarket & New Equipment): 

• Own the order entry process for new equipment and aftermarket orders, ensuring all required technical and commercial information is complete prior to ERP entry. 
• Utilize project design paperwork and customer documentation to identify part numbers, sizes, and specifications. 
• Coordinate with internal stakeholders to resolve missing or incomplete order information prior to order entry. 
• Generate sales orders to create demand within the ERP system. 
• Create accurate sales orders, jobs, and operations within ERP for the production unit while ensuring customer satisfaction and company profitability. 
• Ensure all required documentation and approvals are in place prior to releasing orders for execution. 

Supplier Coordination: 

• Coordinate with Supply Chain to obtain quotes as required. 
• Provide required documentation to Supply Chain for quotes and procurement of materials. 

Administrative Tasks: 

• Ensure accurate and timely record-keeping and documentation. 
• Maintain an organized filing system for quotes, orders, and communications. 
• Assist the department and Finance with collecting payment updates on aging reports. 
• Assist in submitting invoices to various customer portals. 

Education and/or Experience:

• Minimum of a High School Diploma or GED required. 
• Experience in technical support, customer service, aftermarket parts, or a related field required. 
• Strong written and verbal communication skills, organizational skills, and attention to detail. 
• Strong interpersonal and professional skills required. 
• Demonstrated ability to work with a sense of urgency to complete tasks promptly and accurately. 
• Possess problem-solving skills and ability to collaborate effectively with others. 
• Experience with Epicor or other ERP/MRP systems preferred. 
• Proficiency in Microsoft Office suite is required, specifically Excel.  Power BI is a plus.
• Experience utilizing modern technology tools and automation for order entry. 
• Able to maintain a calm and professional demeanor in a time-critical environment. 

Work Environment: 

• Monday – Friday, 8:00am – 5:00pm with additional hours as required. Start and end times may flex with manager approval. Minimum 40 hours per week. 
• Occasional remote work is permitted if approved by manager. 

We are the ASSA ABLOY Group
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