Customer Support Specialist II

Reports To
:
Director of Customer Success

FLSA Status
:
Non-Exempt

Employment Type
:
Full-Time Hourly

Pay
:$24-$26/hour

The Customer Support Specialist II serves as a trusted bridge between customers and Q-PAC, ensuring orders and inquiries flow seamlessly from quote to delivery. This role sits at the center of communication between customers, Sales, Operations, and Finance. Collaborating across departments, you’ll ensure accuracy, alignment, and proactive communication throughout the order lifecycle. When questions arise, you bring clarity. When something’s off, you catch it early and take initiative to resolve it with tenacity.

By combining empathy, curiosity, and strong relational skills, your work protects customer trust. You’ll keep projects moving from order to delivery without interruption and uphold Q-PAC’s reputation for excellence, one accurate, thoughtful interaction at a time

• Deliver responsive, reliable customer support that builds trust and fosters relationships (~35%)
  • Serve as primary support contact for customer inquiries about products, pricing, order status, and availability.
  • Proactively identify and independently resolve issues such as quote vs. PO mismatches, shipment updates, or missing documentation.
  • Provide professional, empathetic service that reinforces customer trust and reflects Q-PAC’s customer-first values.
• Manage order processing and fulfillment accuracy (~30%).
  • Enter and manage orders through the full lifecycle from quote to shipment, ensuring accuracy in pricing, product selection, and documentation.
  • Collaborate interdepartmentally to ensure timely fulfillment, accurate billing, and proactive communication.
  • Track and confirm deliveries to preempt and address any delays or discrepancies
• Collaborate with Sales, Product Support and Production teams to deliver an excellent customer experience (~20%).
  • Partner with Sales, Business Development and Product Support teams to manage customer accounts and ensure smooth handoffs between teams and departments.
  • Update customer information, document customer feedback, and ensure accurate ticket documentation.
  • Prepare quotes, reports, and documentation that support both new and existing customer relationships.
• Help to continuously strengthen how we work together by sharing insights and recommending improvements (~15%).
  • Identity and share customer feedback, recurring issues, process challenges, and improvement ideas with leadership.
  • Document recurring issues and propose process updates that enhance accuracy and efficiency.
  • Collaborate cross-functionally to champion consistency in communication and customer experience.

• Customer Responsiveness:
  Inquiries acknowledged and resolved within established time frames.
• Order Accuracy:
  Maintains high accuracy across the order lifecycle.
• Customer Satisfaction:
  Consistently positive feedback and continued trust from both internal and external customers.
• Adaptability:
  Ability to effectively manage and pivot on shifting priorities.
• Knowledge & Process Efficacy:
  Applies strong product/system knowledge and supports continuous improvement in team processes.

• Strong customer focus with the ability to build rapport, field nuanced requests, and deliver responsive, reliable support.
• Skill in anticipating issues and independently resolving discrepancies before they escalat…
• Comfort prioritizing shifting priorities and maintaining a solutions-oriented mindset.
• Proficiency in order entry, documentation accuracy, and follow‑through across teams.
• Effective written and verbal communication across digital and in‑person channels.
• Commitment to learning, seeking feedback, and continually building product/process knowledge.

• High school diploma or equivalent required; associate degree or equivalent experience preferred.
• 2-4 years of experience in customer service, sales support, or order processing, preferably in a manufacturing or technical environment.
• Proficiency using ERP and CRM tools (Salesforce, Hubspot, , and Accumatica experience a plus).
• Experience collaborating with multiple departments, such as Sales, Operations, and…