Operations and Commercial Support Specialist

The Customer Support Specialist provides cross-functional support across customer service, sales, engineering, product, purchasing, and warehouse operations within a wire and cable sales and distribution environment. Manages customer communications, supports order processing, and coordinates material and production requirements, while delivering technical and product-related assistance. Ensures accurate information flow between departments to support efficient operations and high customer satisfaction.

• Serve as a primary point of contact for customer inquiries, order status updates, and service‑related requests.
• Manage orders and change orders in customer portals.
• Communicate and manage customer inquiries related to shipment tracking, invoicing and credit requests.
• Process customer orders, changes, and returns in accordance with company policies and ERP procedures.
• Investigate and resolve customer issues related to shipments, documentation, and product performance.
• Maintain professional communication, manage all call center calls and ensure timely follow‑up on all customer matters.
• Locate and firm appropriate quotations and pricing proposals in Salesforce, determine product availability for customers and sales personnel.
• Manage price discrepancies by routing quote requests via email and phone to the appropriate sales professional.
• Assist with product availability and lead times based on customer requirements and available inventory.
• Support sales by communicating discrepancies, managing shipping instructions, providing timely customer support, managing and communicating follow‑up activities and needs.

• Communicate order priorities, special handling requirements, and shipping instructions to warehouse personnel.
• Verify inventory availability and coordinate with warehouse and purchasing teams to address shortages.
• Assist with preparation and accuracy of shipping documentation, including specified shipping instructions and customs paperwork and certifications needed.
• Coordinate with the warehouse all emergencies, same day deliveries from rate shopping, in transit communication and delivery follow up to both sales professional and customer.
• Manage and resolve shipping/delivery issues as appropriate.
• Support inventory control activities, validating available inventory and material lengths based on customer need.

• Review and interpret engineering quotes and orders, determining new and recurring opportunities in Salesforce, validating drawing requirements, determining necessary technical documentation.
• Communicate customer requirements on engineered orders for evaluation of custom or modified products.
• Communicate with engineering regarding customer feedback related to timing of quote completion and drawing approvals.

• Coordinate with purchasing availability of product from cable, components, custom cord-sets and engineered parts to determine appropriate lead times and communication to both the customer and sales
• Communicate lead times based on material requirements, production schedules and inventory levels.
• Resolve discrepancies related to pricing, quantity, or material quality in coordination with the purchasing team.

• Collaborate with the Product team in response to customers needs for technical guidance on wire and cable construction, applications, ratings, and standards (UL, NEC, MIL‑SPEC, etc.).
• Assist customers and sales teams by utilizing the product teams to determine technical information, recommendations for product substitutions, lead times and pricing.
• Vette product issues, installation questions, and performance concerns, coordinate with both sales and the customer to address their concerns.

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