Customer Support Specialist

The Customer Support Specialist handles order entry, customer inquiries, issue resolution, and account management to deliver trusted, efficient service for Acme customers. responsibilities include entering and managing sales orders from initiation to completion, maintaining Inside Sales queues (Trouble, Remote Order Entry, Will Call, Invoice Preview, Open Order Status Review), proactively communicating with customers about delays and backorders, documenting processes, and supporting product sourcing using tools like Eclipse, Revalgo, vendor catalogs, and industry websites. It also covers coordinating pricing on bids over $2,000 with Outside Sales or Branch Management, delivering service aligned with the Customer Partnership Program, collecting accurate customer information, assisting with product selection through active listening, handling inquiries, and guiding customers to appropriate Acme services (AIMS, Rental, Fabrication, Technical Sales, Kitting). General duties include greeting customers professionally, maintaining a neat workspace, multitasking, building relationships with customers and vendors, escalating issues to the Branch Manager, and supporting warehouse operations as needed. Required competencies include active listening, customer focus, time management, conflict resolution, and proficiency with ERP systems and Microsoft Office; a background in construction supply is a plus. Shift is Monday–Friday, with an 7:00 a.m. – 4:00 p.m. schedule, and compensation is an hourly rate of $22–$27 with order writer commissions. The role emphasizes accurate documentation, attention to detail, and delivering above-standard service to meet SOPs and POD response targets.