Customer Support Specialist

Overview

Customer Support for Inside Sales: Are you passionate about delivering outstanding customer service and helping clients find the right solutions? We’re looking for an energetic and detail-oriented Customer Support Team Member to join our team. In this role, you’ll work directly with customers to provide quotes, guide product selections, process orders, and ensure a seamless experience from inquiry to delivery. If you thrive in a fast-paced, collaborative environment and have a knack for clear communication, we’d love to hear from you!

• Lead Qualification & Sales:
  Respond to inbound sales inquiries, and work to convert them into customers. Provide quotes for custom aluminum doors and related products.
• Product Knowledge:
  Develop an in-depth understanding of the company’s products, features, and specifications to effectively guide customers in their purchasing decisions.
• Order Processing:
  Assist customers with order placement, including providing product recommendations, processing order details, and ensuring timely and accurate delivery.
• Sales Follow-Up:
  Follow up on leads, proposals, and quotes to close sales and drive revenue.
• Customer Needs Assessment:
  Identify customer needs and work to provide solutions that meet their requirements. Promote upselling or cross-selling opportunities for additional products or upgrades.

• Customer Inquiries & Support:
  Handle customer inquiries about products, orders, shipments, pricing, and technical specifications, providing clear, helpful, and timely responses.
• Problem Resolution:
  Address customer concerns, complaints, and issues promptly, ensuring a positive resolution and maintaining customer satisfaction. Escalate complex issues to Sales Manager and Inside Sales/Customer Support Supervisor, when necessary.
• Order Tracking:
  Monitor the status of orders, shipments, and delivery timelines, providing updates to customers and ensuring satisfaction.
• Documentation & Record Keeping:
  Accurately document customer interactions, orders, and sales activity in the company’s CRM and ERP systems. Ensure all customer details are updated and correct.

• Internal Coordination:
  Collaborate closely with production, logistics, and management teams to ensure customer requirements are met, and delivery schedules are managed.
• Sales Reporting:
  Track and report on sales activities, customer feedback, and order fulfillment status to management. Provide insights on customer demands.
• Customer Feedback Loop:
  Relay customer feedback to product development and sales teams to help improve products, services, and customer satisfaction.

• Proven experience in inside sales, customer support, or a similar role (ideally in manufacturing or construction sectors).
• Strong communication skills, both written and verbal, with the ability to engage with customers professionally and effectively.
• Basic understanding of cabinet or closet industry and/or building materials is preferred, though training can be provided.
• Excellent organizational skills and the ability to manage multiple tasks and priorities efficiently.
• Familiarity with CRM software and Microsoft Office Suite (Excel, Word, Outlook).
• Strong problem-solving skills and ability to handle customer complaints with professionalism.
• Ability to work independently and as part of a collaborative team.