Customer Support Specialist II

Customer Support Specialist II – Order Processing

We are seeking a Customer Support Specialist II to provide customer service and order-processing support in a fast-paced business environment.

This position will assist customers with spare-parts quotes, order placement, order and shipment tracking, repair and warranty requests, delivery questions, and billing inquiries. The specialist will also maintain customer accounts and work within ERP/CRM systems to accurately process requests and resolve customer issues.

The ideal candidate has at least 2 years of order-processing and customer-support experience, strong communication skills, and experience working with ERP or CRM systems. SAP experience is preferred, and Microsoft Dynamics CRM experience is a plus.

• Provide courteous and professional customer service by phone and other communication channels.
• Process customer orders accurately and efficiently.
• Respond to requests for spare-parts quotes and order placement.
• Assist customers with repair and warranty-service requests.
• Track customer orders and shipments.
• Provide customers with delivery updates and investigate shipping issues.
• Respond to billing and order-related inquiries.
• Manage and maintain customer accounts.
• Support Supplier Managed Inventory (SMI) programs.
• Enter and maintain accurate customer and order information within company systems.
• Utilize ERP and CRM applications to research orders, update records, and resolve customer requests.
• Coordinate with internal teams regarding orders, deliveries, parts, and customer issues.
• Maintain professional communication and customer service standards during all customer interactions.
• Learn new systems, procedures, and business processes quickly.
• Perform other customer support and order-management responsibilities as assigned.

• 2+ years of order-processing and customer-support experience.
• Experience processing customer orders in a business environment.
• Strong customer-service skills.
• Professional telephone communication skills.
• Ability to handle customer questions and resolve issues professionally.
• Strong attention to detail and accuracy.
• Ability to learn new systems and processes quickly.
• Working knowledge of Microsoft Office applications.
• Strong organizational and follow-up skills.
• Ability to manage multiple customer requests and priorities.
• Ability to work effectively with customers and internal business teams.

• SAP experience preferred.
• Microsoft Dynamics CRM experience is a plus.
• Experience with Baan ERP or another ERP/order-management system.
• Associate degree or higher in Business Administration or a related field.
• 3–5 years of customer service or supply-chain-related experience.
• Experience involving:
  • Order management/order processing
  • Parts shipping and receiving administration
  • Materials planning
  • Purchasing
  • Product support
• Previous semiconductor industry experience is a plus.

• Position is onsite in Austin, TX.
• Work is primarily performed in an office environment.
• Occasional lifting, bending, stooping, and reaching may be required.
• Overtime may occasionally be required.
• Weekend or holiday work may be required based on business needs.
• Candidates selected to interview should expect an in-person interview at the Austin River South location.