Customer Support Specialist

Summary

The Customer Support Specialist plays a key role in delivering exceptional service to Acme’s customers by building trust-based relationships and ensuring a smooth, accurate order experience. This position manages a range of responsibilities including order entry, customer inquiries, problem resolution, delivery communication and account management, while supporting the company’s commitment to building partnership over customer service.

Order Lifecycle Management

• Accurately enter and manage sales orders from initiation to completion, maintaining high attention to detail.
• Maintain all Inside Sales queues daily, including Trouble, Remote Order Entry, Will Call, Invoice Preview, and Open Order Status Review.
• Proactively communicate with customers regarding delays, issues, and backorders; maintains regular updates on will call orders (bi-weekly).
• Complete all documentation accurately and in a timely manner.
• Use tools such as Eclipse, Revalgo, vendor catalogs, and industry websites and contacts to support order processing and product sourcing.
• Coincide pricing on bids over $2,000.00 with Outside Sales or Branch Management.

Partnership Level Service

• Deliver service in alignment with Acme’s Customer Partnership Program; maintain an average call score of 80 or higher.
• Consistently goes above and beyond to anticipate customer needs, resolve issues, and deliver personalized service that exceeds expectations.
• Collect and verify complete customer information, including contact and delivery details.
• Assist customers with product selection by identifying needs through active listening and thoughtful questioning.
• Responds promptly to customer inquiries and directs them to relevant Acme services when needed.
• Is able to communicate and understand basic Core Services provided at Acme (AIMS, Rental, Fabrication, Technical Sales, and Kitting).
• Is able to meet or exceed SOPs related to POD response time (if applicable).

General Responsibilities

• Greet and assist all customers with professionalism and a positive attitude.
• Maintain a neat and professional appearance that reflects Acme’s standards of service and credibility.
• Ensure that the work area is consistently clean, organized, and free of clutter to support efficiency, safety, and a welcoming environment.
• Manage multiple customer interactions simultaneously while upholding service quality.
• Build strong working relationships with customers, coworkers, and vendors.
• Address customer concerns promptly and communicate issues to the Branch Manager as needed.
• Support warehouse operations as needed, following the Material Handling Job Description (if applicable).
• Follow all directives issued by the Branch Manager and Regional Manager.

Qualifications

• Technical Qualifications/Experience: Minimum 2 years of customer service or inside sales experience, or other work related experience (Acme experience preferred).
• Completion of Acme University 100 series trainings.
• Experience with ERP systems (Eclipse preferred).
• Demonstrates proficiency in Microsoft Office such as Outlook and Excel.
• Demonstrates proficiency in basic computer functions, including accurate typing, use of spell check and grammar tools, and navigating standard software applications.
• Familiarity with construction supply products is a plus.

Traits

• Behavior & Competencies: Active Listening, Customer Focus, Time Management, Conflict Resolution.

Working Conditions

• Physical Requirements: Regularly required to sit, walk, talk, hear, and use hands for typing, grasping, and handling office equipment. Occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. May be required to remain in a stationary position for extended periods of time while on the telephone, or while operating or using office equipment and computers, or while writing; May be required to move or traverse considerable distances in the facility during the course of a work day.
• Work takes place in both office and warehouse environments.