Site Support - Hamilton, WA

Stellar believes every employee plays an important role in our success. We value team members who step in, support one another, and take initiative when needed. Collaboration is essential, and we expect each employee to contribute wherever their skills can help move the organization forward.

Position Summary

The Site Support Representative serves as the primary on‑site customer service resource at assigned customer locations, delivering exceptional service while supporting daily operational needs. This role builds strong customer relationships, responds to inquiries, coordinates with internal teams, and ensures customers receive timely, accurate, and effective support. The representative partners closely with Customer Experience, Account Management, Solutions, Operations, and other departments to resolve issues, support inventory management, assist with vending and technology solutions, and maintain compliance with customer‑specific policies and procedures. The position is embedded within Janicki Industries’ Hamilton facility and may require limited travel to the Sedro‑Woolley facility.

Essential Duties and Responsibilities

• Customer Service & Account Support
  • Serve as the primary on‑site point of contact for customer inquiries regarding orders, deliveries, products, and service requests.
  • Deliver exceptional service through timely communication, accurate order processing, and proactive problem resolution.
  • Accurately enter quotes, orders, and customer information into the Prophet 21 (P21) ERP system.
  • Expedite open quotes and orders while ensuring accuracy and customer satisfaction.
• Inventory & Solutions Support
  • Monitor customer‑specific inventory levels, including Min/Max quantities and safety stock requirements.
  • Support vending machine operations and other automated inventory management solutions.
  • Learn and utilize customer‑specific technologies, systems, and processes to support efficient operations.
  • Identify inventory concerns and coordinate with internal teams to resolve issues.
• Cross‑Functional Collaboration
  • Act as a liaison between customers, Account Managers, Customer Experience, Specialists, Solutions, Operations, and other internal departments.
  • Coordinate information and resources to ensure customer requests are addressed promptly and accurately.
  • Communicate customer needs, concerns, and improvement opportunities to appropriate internal stakeholders.
• Customer Site Compliance
  • Follow all customer‑specific policies, procedures, safety requirements, and security protocols while on‑site.
  • Maintain required customer certifications, training, and site access credentials.
  • Represent Stellar professionally while fostering positive customer relationships.
• Janicki Customer Support
  • Serve as Stellar’s dedicated onsite representative embedded within the Janicki Industries Hamilton facility.
  • Provide day‑to‑day operational support and build strong working relationships with Janicki personnel.
  • Provide support at the Janicki Sedro‑Woolley facility as needed to meet customer and business requirements.
• Professional Standards
  • Participate in ongoing training to maintain knowledge of Stellar products, services, systems, and processes.
  • Demonstrate professionalism, accountability, integrity, and a commitment to Stellar’s values.
• Other duties, responsibilities, and activities may be assigned or modified at any time to meet business needs.

Hours/Schedule

Full‑time position, up to 40 hours per week. Standard schedule is Monday through Friday, 6:30 a.m. – 3:00 p.m. Overtime may be required based on customer and business needs.

Qualifications

• Education: High school diploma or equivalent required.
• Experience: 2–3 years of customer service, warehouse operations, industrial distribution, or related experience preferred.
• Preferred experience supporting customers in an on‑site, industrial, warehouse, or manufacturing environment.
• Preferred experience using ERP systems, preferably Prophet 21 (P21).

Knowledge, Skills & Abilities

• Excellent customer service and relationship‑building skills.
• Strong verbal and written communication abilities.
• Ability to work independently while managing multiple priorities in a customer‑facing environment.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Office applications, particularly Outlook and Excel.
• Ability to learn and effectively use ERP systems, vending technologies, and other business software.
• Strong problem‑solving skills with the ability to identify issues and coordinate timely resolutions.
• Positive attitude, professionalism, and commitment to delivering exceptional customer service.

Additional Requirements

• Must be at least 18 years of age.
• Valid driver’s license and reliable personal vehicle required.
• Willingness and ability to travel between Janicki Industries’ Hamilton and Sedro‑Woolley facilities as business needs require (mileage reimbursement provided).
• Must pass a background check and drug screening.
• Maintain regular and reliable attendance.

Working Conditions

• Physical Demands: Frequent standing and walking throughout customer facilities; regular use of computers, handheld devices, barcode scanners, vending systems, and standard office equipment; frequent reaching, bending, and repetitive hand movements; ability to lift up to 30 lb regularly and up to 75 lb occasionally.
• Work Environment: Primarily performed at the Janicki Industries Hamilton facility, with occasional work at the Sedro‑Woolley facility. Fast‑paced environment requiring responsiveness, adaptability, and effective prioritization. Regular interaction with customers, vendors, and cross‑functional Stellar team members. Must follow all customer‑specific safety, security, and workplace policies while on‑site.

Benefits

• Medical, dental, and vision insurance
• Company‑paid life and AD&D insurance
• Short‑term and long‑term disability insurance
• 401(k) with employer match
• Paid time off and paid holidays
• Gym reimbursement program
• Employee Assistance Program (EAP)
• Employee rewards and recognition program
• Health Savings Account (HSA) with company contribution on eligible plans