Customer Support Specialist

To serve as the primary point of contact for internal and external customers, ensuring effective order administration, pricing support, application analysis, and resolution of technical and non-technical service matters. The role is responsible for proactively managing customer requirements, coordinating order progress, and providing timely communication of order status, updates, changes, and other relevant information to customers and internal stakeholders to support on-time delivery and positive customer experience.

• Support the MS&S sales team and collaborate with AESSEAL sister organizations to achieve new business development, commercial, and operational objectives.
• Provide responsive customer support by phone, email, walk-in service, pickup, and delivery; communicate order status, pricing, lead times, and revised delivery dates to customers and internal stakeholders.
• Process customer transactions accurately and promptly in SAP, including sales orders, invoices, production orders, purchase orders, goods receipts, credit memos, rebills, notification numbers, repair codes, and bills of material.
• Monitor and progress existing customer orders to ensure customer delivery on time, and, where required, provide internal and external updates on order status.
• Coordinate with the Workshop and Purchasing teams to meet customer delivery requirements and resolve order, material, or scheduling issues.
• Commercially and technically assess repairs, prepare repair quotations, and provide quotations for new items using eVE and other approved tools.
• Use AESSEAL Portal tools, including Quick Quote, Web GA, Drawing Search, the Knowledge Database, CSDS, and eVE, to determine pricing, locate drawings, and confirm material and application information.
• Enter and maintain customer information and transactions in required customer portals, including Ariba, Coupa, and Open Invoice.
• Monitor inventory and stock levels, determine system inventory availability for processing needs, pull items for active orders, and receive daily deliveries by verifying quantities and shelving materials appropriately.
• Perform quality checks to confirm parts and items are manufactured accurately and meet applicable requirements.
• Prepare orders for shipment, including boxing, labeling, packing slips, proof-of-delivery documentation, invoices, and other required records.
• Locate and provide updates on new and repair order inquiries and create required labels for repairs and customer locations.
• Locate in-house drawings needed for repair or manufacturing activities.
• Pick up and deliver customer orders, parts, tools, and shop items as business needs require.
• Assist with seal assembly, repair, and pressure testing when trained and authorized to perform the work.
• Provide cross-functional support throughout the workday based on operational needs while maintaining customer service and work priorities.
• Promote customer satisfaction through service excellence and support leadership in reinforcing AESSEAL mission, vision, values, behaviors, and culture.
• Perform other duties and responsibilities as assigned based on business needs.