Customer Service & Sales Support Specialist

Job Title:

Customer Service & Sales Support Specialist 1st Shift Position Type:
Full-Time Contract

Work schedule:

1st Shift (7:00 AM 3:30 PM, Monday Friday)

Location:

100% Onsite in Kalamazoo, MI Overtime Requirement:
Voluntary overtime available; occasional mandated overtime may be required based on business needs Job Overview We are seeking a detail-oriented Customer Service & Sales Support Specialist to manage direct customer communications and support daily sales operations across both pre-sale and post-sale life cycles. In this 100% onsite role, you will act as a primary point of contact for clients, distributors, and internal departments to drive customer satisfaction, resolve order/shipping challenges, and support maintenance service goals.

The ideal candidate brings 3+ years of experience in sales support, account coordination, or client services, along with a strong understanding of order fulfillment, warranty workflows, and cross-departmental coordination.

Key Responsibilities Pre-Sale Support:
Respond to customer inquiries regarding product literature, specifications, and pricing schedules; identify new business opportunities and coordinate with production to align shipping schedules. Post-Sale & RMA Administration:
Address customer requests regarding order status, delivery tracking, and Return Merchandise Authorizations (RMA); evaluate the validity of warranty claims and schedule repair resources. Order & Issue Resolution:
Troubleshoot and resolve invoicing discrepancies, production delays, and shipping issues by collaborating directly with internal teams and external logistics partners. Customer Account Management:
Receive accurate accounts of equipment failures from customers or distributors, compile status reports for management, and identify add-on service or product opportunities.

Cross-Functional Collaboration:

Partner with sales, production, maintenance, and finance teams to meet service sales targets, optimize delivery timelines, and maintain positive client relationships. Qualifications & Requirements

Experience:

Minimum of 3+ years of experience in customer service, sales support, client operations, or post-sales account management. Process Knowledge:
Practical understanding of order processing, shipping/invoicing workflows, warranty claims, and RMA procedures. Communication

Skills:

Excellent verbal and written communication skills to maintain professional relationships with clients, distributors, and cross-functional teams. Problem-Solving Ability:
Proven ability to navigate complex customer inquiries, resolve operational bottlenecks, and apply established guidelines to make sound decisions. Work Style:
Reliable, detail-oriented, and comfortable working within defined operational procedures while managing multiple customer priorities in a fast-paced environment.