Customer Support

Customer Support Team Member

AFC Industries is a dynamic organization dedicated to providing supply chain management solutions for fasteners and assembly components to original equipment manufacturers, assembly plants, and other users of these products. We support a diverse industry base of manufacturers across a broad range of industries. Our experienced team has a proven track record of helping manufacturers and assemblers reduce cost, improve quality, and increase efficiency.

AFC provides localized expertise to customers in particular industries and geographies. We don't have a traditional hierarchical management structure where everyone simply "reports up." Instead, our company is made up of on-the-ground experts operating in an entrepreneurial fashion with the backing and support of an enterprise-grade organization. Sharing cultural values breeds consistency and quality throughout our organization. Collectively, we are committed to a simple management approach, which influences our company culture and our management style.

Mission:
To execute the operating model consistently by delivering for customers every day.

The Customer Support Team Member is responsible for ensuring customer requests, order activity, and administrative processes are completed accurately, efficiently, and in accordance with established requirements. This role supports the Account Management team by reviewing contracts, entering and maintaining orders, monitoring the order board, and communicating potential issues before they impact customers. The Customer Support Team Member serves as an important link between customers, Account Managers, and internal departments.

Success in this role requires strong attention to detail, organization, responsiveness, and the ability to manage a high volume of transactions while maintaining accuracy.

• Contract Review
• Order Entry & order board
• Communicate potential issues to the Account Manager or Leads
• Assist Account Managers
• Primary Measures
  • Order accuracy
  • Order Volume
  • Administrative accuracy
• Follow applicable policies, procedures, and work
• Support department and continual improvement
• Execute all other duties as

• Customer Focus – Demonstrates a commitment to providing professional, responsive, and courteous service to customers and internal stakeholders.
• Accuracy and Attention to Detail – Completes work accurately, thoroughly, and in accordance with established procedures and requirements.
• Communication – Communicates clearly, professionally, and in a timely manner with customers, vendors, coworkers, and management.
• Organization and Time Management – Effectively prioritizes responsibilities, manages multiple tasks, and meets established deadlines.
• Teamwork and Collaboration – Works cooperatively with others and contributes to a positive, respectful, and productive work environment.
• Accountability – Takes ownership of assigned responsibilities, follows through on commitments, and promptly addresses issues or concerns.
• Problem Solving – Identifies problems, evaluates available information, and takes appropriate action or seeks assistance when necessary.
• Professionalism – Maintains a professional attitude, appearance, work ethic, and conduct consistent with company expectations.
• Quality and Compliance – Follows applicable company policies, procedures, work instructions, and ISO-related requirements and maintains accurate documentation.
• Continuous Improvement – Identifies opportunities to improve processes, efficiency, accuracy, customer service, and overall business performance.
• Confidentiality and Integrity – Protects confidential information and conducts all business activities with honesty, integrity, and sound judgment.