Job Title: Order Management and Customer Support Specialist
Location: Elk Grove Village, IL
Company Overview:
Our client, a leading international company specializing in industrial machinery for heating elements production, is seeking a proactive and detail-oriented Order Management and Customer Support Specialist. This role is critical in ensuring seamless customer communication, order management, and client satisfaction in a fast-paced and dynamic environment.
Job Summary:
The Order Management and Customer Support Specialist will act as a key liaison between the sales team, customers, and production operations. This role involves managing client orders, providing exceptional customer support, and ensuring accurate and timely communication across departments. The ideal candidate has a strong technical background and a client-focused mindset, with the ability to prioritize and manage multiple tasks independently.
Key Responsibilities:
Client and Order Management:
Serve as the primary point of contact for client inquiries, ensuring clear and timely communication.
Manage and verify customer orders, reviewing details for accuracy and alignment with production capabilities.
Assist customer to define the proper spare parts looking Support customers in identifying the correct part number for spare parts by consulting technical documentation and/or the technical department
Sales Support:
Support the sales team by handling order confirmations, verifying codes, and addressing customer-specific requirements.
Provide detailed updates to clients on order status, delivery timelines, and any necessary adjustments.
Collaborate with production teams to ensure order specifications are met and resolve any discrepancies.
Customer Relationship Management:
Build and maintain strong relationships with clients by understanding their needs and providing tailored support.
Handle escalations professionally, working closely with internal teams to resolve issues promptly.
Proactively identify opportunities to enhance the customer experience and streamline processes.
Operational Contributions:
Ensure accurate data entry and order tracking.
The role will collaborate closely with the technical department to resolve issues related to spare parts or components.
Coordinate with international colleagues for specialized product knowledge and client training when necessary.
Support process improvement initiatives to enhance efficiency in customer support and
sales operations.
Qualifications:
5-10 years experience in a customer support or inside sales role, ideally in the industrial machinery or manufacturing sector.
Strong technical aptitude, with the ability to understand and communicate product specifications effectively.
Exceptional organizational skills, with the ability to manage multiple priorities and meet deadlines.
Proficiency in Office software; experience with CRM or ERP systems is a plus.
Excellent communication skills, both written and verbal, with a professional and client-focused demeanor.
Ability to work independently while maintaining alignment with team goals.
Bachelor's degree in a related field is preferred but not required; equivalent experience will be considered.
Preferred Attributes:
Familiarity with Office Package, interface with a management system, Quick Books preferred, experience in entering and tacking orders.
Experience working with international teams or in a culturally diverse environment.
A problem-solving mindset with a proactive approach to customer service challenges.
What We Offer:
A dynamic and collaborative work environment with opportunities for professional growth.
The chance to work closely with customers and directly impact client satisfaction.
An integral role in a well-established company with an international presence.