We are looking for a motivated and detail-oriented Customer Support Specialist to join our team, focusing on customer service, demand management and quoting. This inside role is responsible for managing customer accounts, coordinating order processes, and ensuring timely and accurate communication with internal teams and clients. The ideal candidate will thrive in a dynamic environment, balancing customer satisfaction with operational efficiency.

What You'll Do

Customer Account Management
Manage customer account database
Communicate late order recovery updates and ensure prompt resolution of quality issues.
Maintain and update customer forecasts and account information.
Order Processing and Quoting
Enter and manage sales orders, including reschedule requests to maximize probability of on-time-delivery
Generate and deliver quotes to customers or outside sales team
Follow up on quotes and manage pricing adjustments, including price increase justifications and negotiations.
Operational Coordination
Collaborate with purchasing to obtain quotes, determine optimal MOQ/SPQ/Min release, and capture cost deltas
Create updated cost sheets and analyze sales, quotes, and margin history.
Assist with procurement decisions and sales forecasting to drive operational excellence
Customer Success Initiatives
Monitor order churn and proactively engage with customers for additional orders.
Provide shipping documentation, tracking details, and manage customer portals.
Support new account setup and assist with processing NDAs and other compliance documentation

What You'll Bring

Strong organizational skills with attention to detail and ability to manage multiple priorities.
Proficient problem solver
Excellent communication and customer service skills.
Experience with sales order management, quoting processes, CRM and ERP tools.
Analytical mindset with experience in margin management and cost analysis.
Ability to identify new sales opportunities is a plus
Comfort in dealing with ambiguity and making decisions when all variables are not known
Demonstrated ability to adapt and take initiative by stepping outside the nominal responsibilities of the role when necessary, contributing to team success and addressing evolving business needs

Job Type: Full-time

Pay: $60,000.00 - $85,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

Shift:

8 hour shift
Day shift

Ability to Commute:

Concord, NH 03301 (Preferred)

Ability to Relocate:

Concord, NH 03301: Relocate before starting work (Preferred)

Work Location: In person

Standex Electronics

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Customer Support Specialist