Customer Support Specialist Job Willingboro area,New Jersey USA,Customer Service/HelpDesk

Customer Support Specialist

The Customer Support Specialist is responsible for managing high-volume inbound customer inquiries received through shared sales and customer support email queues. This role is critical to reducing customer response times, improving service levels, and ensuring a professional customer experience across all interactions.

This is a fast-paced, email-focused operational support role that requires strong written communication, organization, urgency, and attention to detail. The Customer Support Specialist will triage customer requests, respond to routine inquiries, route complex matters to the appropriate teams, and maintain accurate documentation of customer interactions. The ideal candidate is customer-focused, adaptable, process-oriented, and comfortable working within performance metrics in a high-volume operational environment.

The essential duties and responsibilities listed below are representative of the position and may be modified from time to time. Other duties, tasks, and work may be assigned.

Monitor and respond to inbound customer email inquiries within established service level agreements (SLAs)

Provide professional, accurate, and timely written communication to internal and external customers

Triage customer requests and route technical, pricing, logistics, or escalated matters to the appropriate department or team member

Support shared inbox management and backlog reduction initiatives

Prioritize customer inquiries based on urgency, impact, and operational requirements

Maintain accurate records of customer interactions, updates, and resolutions within company systems

Identify trends, recurring customer concerns, or workflow gaps and escalate appropriately

Collaborate cross-functionally with Inside Sales, Customer Service, Procurement, Operations, Technical Support, and other internal teams to resolve customer issues

Follow established company processes, workflows, and communication standards

Maintain confidentiality of sensitive customer and company information

Assist with special projects, operational initiatives, and workflow support as assigned

Support overtime, weekend, or surge coverage initiatives during periods of elevated customer demand

Maintain professionalism and responsiveness while working in a high-volume, deadline-driven environment

Participate in training, coaching, and continuous improvement initiatives

Utilize company systems, CRM tools, ticketing platforms, and AI-assisted workflow tools as introduced by the business

Demonstrate behaviors aligned with Radwell's ACE IT values:
Accountability, Collaboration, Excellence, Integrity, and Transformation

Performance will be evaluated using operational, quality, attendance, and behavioral metrics, including but not limited to:

Average customer response time
Email throughput and productivity volume
Backlog reduction contribution
Accuracy and quality of customer communication
Schedule adherence and attendance reliability
Escalation accuracy and resolution quality
Compliance with established processes and procedures
Customer satisfaction and service quality indicators
Team collaboration and responsiveness
Participation in continuous improvement efforts

Specific goals and benchmarks may be modified based on operational business needs.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

High school diploma or equivalent required; associate's degree or prior customer support, inside sales, or administrative experience preferred
1–3 years of experience in a customer service, customer support, inside sales, order processing, or high-volume operational environment preferred
Strong written and verbal communication skills with the ability to communicate professionally and clearly across multiple channels
Ability to manage a high volume of emails, requests, and competing priorities in a fast-paced environment
Strong organizational skills and attention to detail with the ability to maintain accuracy under pressure
Demonstrated ability to prioritize work, problem-solve, and exercise sound judgment when escalating issues
Comfortable working within performance metrics, service level…