Customer Support Specialist

Overview

We are seeking a motivated and detail-oriented Sales Support Specialist to join our clients internal prototyping services team. As a Sales Support Specialist, you will play a crucial role in assisting their Customer Success team to achieve their goals and ensuring a seamless sales process. Your strong organizational skills, excellent communication abilities, and product knowledge in the Manufacturing space will be essential in providing exceptional support to their internal customers and Customer Success team.

Responsibilities:

• Customer Support: Act as the first point of contact for customers, addressing inquiries, and providing general services information and expected timelines promptly and accurately.
• Sales Assistance: Collaborate with the Customer Success team to create orders ensuring accuracy and adherence to order creation processes.
• Order Entry: Manage order entry, communicate order status updates, and coordinate delivery schedules to ensure timely fulfillment of customer orders.
• Product Knowledge: Develop a strong understanding of capabilities and services to provide efficient first-line assistance to customers.
• CRM Maintenance: Utilize the Customer Relationship Management (CRM) system to update customer information, track engagement activities, and generate reports for management analysis.
• Sales Reporting: Prepare regular reports, including order forecasts, order performance analysis, and pipeline reports, providing insights to support strategic decision-making.
• Cross-functional Collaboration: Collaborate with various departments, including application engineering, production, and quality to ensure smooth order processing and resolution of customer issues.
• Sales Support Documentation: Create and maintain sales support documentation, sales presentations, and marketing materials to aid the sales team in their presentations and interactions with clients.
• After-Sales Support: Provide post-sales support by addressing customer concerns and coordinating re-work.

Requirements:

• Education: Bachelor’s degree in business administration, marketing, manufacturing or a related field with an understanding of manufacturing is preferred, but relevant work experience will also be considered.
• Experience: Proven experience in a sales support role within the manufacturing industry is an advantage.
• Product Knowledge: Familiarity with manufacturing processes, products, and industry terminology is desirable.
• Communication Skills: Excellent written and verbal communication skills, with the ability to articulate technical information to internal customers and customer success team.
• Organizational Skills: Strong attention to detail, time management, and multitasking abilities to handle multiple tasks effectively.
• Customer-obsessed: A customer-centric approach with a strong commitment to delivering outstanding service and support to customers.
• Technology Proficiency: Proficiency in using CRM systems, Microsoft Office Suite, and other relevant sales and productivity tools. Familiarity in using digital manufacturing execution systems to enter orders and look up order status.
• Problem-solving Skills: Ability to identify and resolve issues proactively and efficiently.
• Team Player: A collaborative mindset, willing to work closely with the Customer Success team and other departments to achieve common goals.

The target hiring compensation range for this role is the equivalent of $20-$23 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location. Additional benefits offered may include; medical health insurance and dental insurance, life insurance, and eligibility to participate in 401k plan with company match.