Order Admin & Customer Support Specialist

Job Description

The Order Administration & Customer Support Specialist is a key member of the Admin team responsible for providing exceptional customer service, managing the order fulfillment process, supporting executive leadership, and serving as the backup to the Inside Sales team for customer quotations. This role requires a highly organized, educated, and professional individual who excels at multitasking, communicates effectively with customers and internal stakeholders, and thrives in a fast-paced manufacturing and government contracting environment.

Essential Duties and Responsibilities

• Order Administration:
  • Process customer orders accurately from order entry through shipment.
  • Review orders for pricing, product specifications, contract compliance, and delivery requirements.
  • Cook with Purchasing, Production, Shipping, Accounting, and Sales to ensure timely order fulfillment.
  • Maintain accurate customer files and documentation within ERP and CRM systems.
  • Resolve order discrepancies and work collaboratively to ensure customer satisfaction.
• Customer Support:
  • Serve as the primary point of contact for customer inquiries regarding orders, pricing, product availability, and shipping.
  • Provide exceptional customer service through timely and professional communication.
  • Build and maintain positive customer relationships.
  • Resolve customer issues efficiently while maintaining a customer-first mindset.
  • Cook with internal departments to meet customer expectations.
• Inside Sales Support:
  • Serve as backup support for the Inside Sales team by preparing accurate customer quotations.
  • Aid with pricing requests, product information, and proposal preparation.
  • Follow up on customer quotations as requested.
  • Maintain sales records and customer documentation.
  • Support sales initiatives and account management activities as needed.
• Executive Administrative Support:
  • Provide administrative support to the President, COO, CFO and Contracts Manager.
  • Prepare reports, presentations, correspondence, and business documents.
  • Cook with meetings, schedules, and executive communications.
  • Handle confidential information with discretion.
  • Assist with operational planning and executive initiatives.
• Government Contract Administration Support:
  • Support order administration activities related to government and other contracts.
  • Ensure compliance with customer contract requirements and applicable government regulations.
  • Aid with contract documentation, certifications, and record retention.
  • Cook with internal teams to meet contract deliverables and reporting requirements.
  • Maintain familiarity with government procurement processes, including contract modifications, purchase orders, and documentation requirements.
• Project Coordination:
  • Lead and coordinate special projects assigned by executive leadership.
  • Research, organize, and present information for strategic initiatives.
  • Track project milestones and deadlines.
  • Recommend process improvements to enhance operational efficiency.
  • Support crossfunctional business initiatives as needed.

Qualifications

• Education: Bachelor's degree in Business Administration, Communications, Supply Chain, Marketing, or a related field preferred. Equivalent combination of education and relevant experience will be considered.
• Experience: Minimum of 5 years of experience in order administration, customer service, inside sales support, executive administration, or operations. Experience supporting executive leadership in a professional business environment. Experience preparing customer quotations and supporting sales operations. Experience working with government contracts and government customers is strongly preferred. Knowledge of government procurement processes, contract compliance, FAR/DFARS requirements, and documentation standards is highly desirable. Manufacturing or industrial products experience preferred.

Priorities and Attributes

• Professional, polished, and customer-focused.
• Self-motivated with a proactive approach to problem-solving.
• Strong business acumen and executive presence.
• Adaptable and comfortable working in a dynamic environment.
• High degree of integrity and confidentiality.
• Continuous improvement mindset with the ability to streamline processes and improve efficiency.