Customer Support Specialist

About the role

This role interfaces between Crestron and multi-million dollar customers, requiring a hands-on leader with analytical and administrative skills to coordinate workflows, resolve escalated issues, and support high-value accounts across pre- and post-sales processes.

Responsibilities

• Develop and maintain dedicated relationships with multi-million dollar accounts and the sales team
• Handle escalated customer situations and account issues
• Provide sales and support for multi-million dollar accounts during pre- and post-sales processes
• Resolve sales and support-related issues regarding orders, returns, shipping, and logistics in a timely manner
• Assist with sales procedures and problems related to expediting/tracking orders, investigate shipping/logistical issues, and manage multi-million dollar accounts
• Research, monitor, and track data in SAP/CRM databases and provide reports to customers and the sales team
• Work with multi-million dollar accounts to find creative solutions for smooth sales and support processes
• Process expediting requests, rush orders, and alterations to sales orders and shipping information as required
• Participate in trade shows and other industry events

Requirements

• Education: High School/GED required; College preferred
• Experience: Minimum of 3 years of relevant experience; individual contributor with little supervision
• Technical: SAP/Oracle preferred; Intermediate Excel and Microsoft suite proficiency; familiarity with Teams, Skype, or Zoom
• Industry Knowledge: General knowledge of industry practices, techniques, and standards
• Customer Focus: Experience in customer service and sales support; ability to understand and communicate technical issues
• Collaboration: Team player who thrives in collaborative environments; ability to work under pressure
• Problem Solving: Creative thinking with the ability to multi-task; manage high-volume emails and phone calls
• Initiative: Show initiative on assignments, exercise independent judgment, and professionally execute projects with little direction to achieve customer satisfaction

Pay

The annual pay range for this position is $50,000 – $65,000, consisting of base salary (subject to performance). Individual offers may vary based on hiring location, qualifications, experience, and market factors.

Benefits

• Medical, Dental, Vision, and Life Insurance
• Short Term Disability
• 401K with company match
• Paid Time Off and Holidays
• On-site Amenities at NJ Headquarters & TX Facilities, including Crestron Market Cafes and Fitness Centers