Customer Support Administrator

Description

THIS IS AN ON-SITE ROLE LOCATED IN GOLDEN, COLORADO!

WE ARE GROWING!

When you work with Industrial Physics, you’ll be providing solutions for some of the most recognizable brands on the planet.

Essentially, we protect the integrity of manufacturers, production lines, and laboratories across the world. We accomplish this through the development of trusted test and inspection solutions that ensure the quality of packaging, materials, and products. Many of the favorite products you depend upon every day have been tested using our equipment. We are the global leader in packaging and product integrity testing equipment, covering industries including Food & Beverage, Flexible Packaging, Paints & Coatings, and various industrial end markets.

We currently have an opening for a Customer Support Administrator in our Golden, Colorado location.

This position is open only to candidates who are legally authorized to work in the United States without the need for employer sponsorship, now or in the future.
We do not offer visa sponsorship for this position.

This role is responsible for delivering high-quality customer support to both external customers and internal teams, ensuring smooth day-to-day operations. Key duties include preparing and managing customer quotations, processing orders accurately, and coordinating scheduling for services, deliveries, and support activities.

The position involves responding to customer enquiries, resolving issues efficiently, and providing clear guidance on products, services, and order status. It also includes liaising with internal departments to ensure timely fulfilment, maintaining accurate records within internal systems, and supporting administrative processes related to sales and service operations.

Additionally, the role supports internal staff with operational queries, helps maintain effective workflows, and ensures all customer interactions are handled professionally and in line with company standards. Strong communication skills, attention to detail, and a customer‑focused approach are essential to deliver excellent service and maintain high levels of customer satisfaction.

• Direct customer communication in all project stages, including first point of contact.
• Needs assessment of customer’s needs and following this through project stages.
• Case management.
• Gathering customer information and managing account set up process.
• Collaborating with other Customer Experience departments to enhance overall customer experience.
• Escalating issues/complaints where necessary.
• Achieving KPIs.
• Relationship management with customers.
• Service visit quotation management inclusive of service contacts.
• Service visit order management.
• Service visit scheduling alongside field service manager.
• Quoting parts post service visit & obtaining purchase orders.
• Purchase requisition management.
• Stock and inventory control for engineers.
• Invoice management.
• Assisting with the Customer Support Help Desk by call handling, engineer scheduling and coordination, job number allocation and control.
• Reporting to the UK Customer Service Office Manager.
• Adhering to the company’s QMS procedures and processes.
• Duties may be modified as business needs require.

• Medical, dental, and vision insurance.
• Health Savings Account (HSA) or Flexible Spending Account (FSA).
• 401(k) retirement plan with company match.
• Paid time off and paid holidays.
• Short‑term and long‑term disability coverage.
• Life insurance.
• Employee Assistance Program (EAP).

$23‑34/hr, with potential for overtime.

• Experience working in a customer‑facing role.
• Experience using Microsoft software.
• Experience with Quick Books is preferred.
• Experience scheduling field service engineers.
• Excellent verbal and written communication skills.