Customer Support Administrator

About the role

The Customer Support Administrator is a multifaceted role responsible for providing comprehensive support to regional sales managers, distributors, and the customer support team. This position involves handling customer/distributor requests, coordinating order fulfillment with operations, providing quotations, information on stock availability, delivery dates, and prices, and efficiently handling order management.

Responsibilities

• Respond to inbound phone calls and e-mails from distributors and the general public.
• Provide customer support to ELGi network of distributors and regional Sales Managers, including, but not limited to, providing quotations, information on product specifications/availability (based on service level agreement with operations), and providing order acknowledgement.
• Generate invoices for parts, equipment and accessories, ensuring appropriate pricing, discounts, and/or freight charges are applied.
• Review incoming purchase orders for accuracy and completeness before processing.
• Track fulfillment of sales orders, including monitoring, reporting, and communication around on-time delivery status.
• Cook up coordination the processing and invoicing for distributor consignment inventory, involving the appropriate internal contact(s) as needed.
• Cook up with logistics function to ensure on-time shipment.
• Cook up with AR on credit card payments and credit holds.
• Process credits and RMAs.
• Proactively identify opportunities for process improvements to enhance the efficiency of order management.

Requirements

• A High School Diploma or equivalent.
• 2+ years of experience providing customer and/or sales support in a manufacturing or distribution environment.
• Proficiency with Microsoft Office Suite, Windows Operating System, CRM (Salesforce) and ERP system(s).
• Exceptional customer service skills.
• Effective written and oral communication skills.
• Strong time management, organization, and prioritization skills.
• Good mathematical and analytical abilities.
• Keen attention to detail.
• Customer-focused and team-oriented.

Qualifications

• Associate's or Bachelor's Degree in a relevant field preferred.
• Production and/or fulfillment experience in a manufacturing or distribution environment preferred.
• Industrial or technical product experience preferred.