Customer Support Specialist (onsite M-F)

Description

Job Title: Customer Support Specialist

About Us

Womack Machine Supply and Morrell Group have united to become Evolution Motion Solutions, an industry powerhouse in engineering and industrial solutions. With over 70 years of excellence, Womack's motion control expertise meets Morrell's premier component integration, creating a dynamic force committed to innovation and customer service. Join us as we redefine the industry and shape the future of engineering and automation. Be part of something extraordinary and make a lasting impact with us.

Culture

Our culture is a competitive advantage; our shared values provide the foundation for how we interact with each other and the way we conduct our business. Our reputation is one of integrity and accountability. We are small but mighty, and we offer a unique work environment that big companies struggle to compete with.

• Putting our people first – we take care of our people, and our people take care of our customers
• Approachable leadership – open-door policies, flat organization, collaborative environment
• Growth mindset – entrepreneurial perspective, sense of purpose
• Professional development – ongoing training in a continuous learning environment

Our Core Values

• Heart to Care
• Excellence
• Relentless Resolve
• Optimism
• Integrity
• Commitment

About this Opportunity:

The Customer Support Specialist is the primary point of contact for customers, providing support and information on company products and services. They resolve customer issues, communicate solutions, and gather necessary information to address inquiries. By coordinating with other departments, they ensure customer needs are met. This role is crucial for maintaining customer satisfaction and loyalty. The position reports to either the Customer Service Supervisor or CS Manager for their region.

Top benefits and perks:

As a team member at Evolution Motion Solutions, you’ll enjoy:

• Benefits:  401(k) retirement with matching, Health, dental and vision insurance, Flexible Spending Account, Life and disability      insurance
• Employee discounts 
• Paid Time Off
• Referral program
• Career advancement and bonus opportunities
• Tuition Reimbursement

Location:

Evolution Motion Solutions is headquartered in Farmers Branch, TX with additional offices in TX, UT, AL, AZ, MT, OK, MA, MI IN, IL, OH and Canada. This position will be based out of our Wilmington, MA facility.

Contact/application information:

To be considered, please submit your application. If we accept your application, we’ll be in touch to schedule an interview. We look forward to hearing from you!

Requirements

PRIMARY DUTIES AND RESPONSIBILITIES: 

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary duties.

•Responsible for managing the Customer Order process from quote to payment, as well as maintaining the customer account records ensuring all interactions, quotes, orders, order status, and various specific customer requests are handled accurately.

•Participates and responds to incoming customer interactions through phone, email, online chat or in person pertaining to pricing, delivery, order status, invoice inquiries and technical questions daily. Inquiries may also include extensive fact gathering and research requiring follow-up communication to the customer in a timely manner.

•Sourcing pricing and delivery options from various suppliers, establishing part numbers, and determining customer sell prices in consultation with the sales representative to recommend pricing for the item and/or customer.

•Resolves problems by using product knowledge to address customer issues and concerns, and providing solutions for various situations, including procurement, to best satisfy the customer’s needs.

•Utilize research skills to troubleshoot customer problems using different product offerings or services available.

•Collaborate with internal teams such as: Supply Chain, Sales, and Customer Service to ensure efficient order processing and fulfillment

•Ensure a high level of customer satisfaction by addressing concerns and providing proactive communication.

QUALIFICATIONS: 

The requirements listed below are representative of the education, experience, skills and/or abilities required. An individual must meet the minimum requirements as listed in each Qualifications subsection.

EDUCATION:

•Bachelor’s degree in Industrial Distribution or equivalent amount of education and related experience is preferred.

EXPERIENCE:

•Two to five years of customer service-related experience in a technical or industrial field is required.

•Intermediate skill level experience using distribution or manufacturing software involving sales order entry, inventory availability, purchase order inquiry, scheduled and acknowledged dates, open and converted quotations, and customer A/R account status; experience with these operations in a Profit 21 environment is preferred

SKILLS & ABILITIES:

•Excellent communication skills in both verbal and written, including the ability to understand technical requests and provide accurate product recommendations.

•Strong problem-solving skills.

•Ability to build relationships with both customers and suppliers.

•Product knowledge is preferred but not required.

•Aptitude to learn, grow, and use vendor websites for product knowledge base.

•Multi-tasking and prioritization skills.

•Organization and attention to detail.

PHYSICAL DEMANDS: The work is sedentary, requiring extended periods of sitting or standing to perform the work. There may be some infrequent movement from area to area to transport items weighing no more than 15 pounds.

WORK ENVIRONMENT: While performing the primary duties of the job, the employee is regularly exposed to general office environment. On occasion, the employee may be required to enter the warehouse or industrial customer site environment, where noise, temperature and hazard levels vary. Occasional overnight travel may be required. Work outside normal business hours is required from time to time. 

This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with it.

Evolution Motion Solutions is an Equal Opportunity Employer