Customer Support Specialist

Key Responsibilities

• Respond to client inquiries via phone, email, and in person in a timely manner.
• Provide accurate quotes and enter orders using ERP system.
• Ensure timely and effective resolution of client needs, including complex service requests and complaints.
• Process product returns (RGA) and ensure timely response to clients.
• Follow up with clients that have experienced errors or damage to ensure that the expectations and quality have been met or exceeded.
• Communicate, professionalism, and client engagement are largely weighted when holding a Client Services Specialist position.
• Perform additional duties as assigned.

Order & Quote Management

• Enter and manage quotes, orders, and acknowledgments in ERP system supporting inventory and replenishment through accurate work order entry.
• Verify accuracy of costs, sale price, production, delivery dates and product details are entered correctly on order transactions.
• Generate work orders and quotes to support profitability and client satisfaction.
• Support cost reductions through order entry accuracy supporting profit margins.
• Maintain CRM records in alignment with company standards and goals.

Scheduling & Coordination

• Collaborate with scheduling to ensure client satisfaction with returned items and new lead times for reissued products.
• Communicating clients’ needs clearly to internal teams.
• Ensure specialty items are reviewed and lead time & pricing discussed with client before placing order.
• Participate in Client Services team meetings and one-on-one sessions, completing assigned action items.

Contributor Accountabilities

• Completes role-specific tasks on time, with quality.
• Follows company policy and process and holds peers accountable.
• Collaborate with team members to ensure work is completed and delivered to meet client satisfaction.
• Shares growth ideas, efficiencies and new systems for improvement.
• Communicates progress, needs and updates to lead or manager.

Safety Responsibilities

• Champion a culture of safety across all operations.
• Ensure compliance with all safety regulations, policies, and procedures.
• Lead by example in promoting safe work practices and hazard awareness.
• Support safety training, audits, and continuous improvement efforts while working with safety manager.
• Empower employees to speak up about safety concerns and take corrective action.
• Collaborate with safety teams to monitor and improve safety performance.
• Integrate safety into planning and project execution.
• Monitor performance against goals and budgets.

Pay & Benefits

The pay range for the Customer Support Specialist position is $22–$27 per hour, depending on experience and qualifications. Northwestern Glass Fab also offers a comprehensive benefits package, including health insurance, paid time off, retirement benefits, and opportunities for professional growth and development.