Customer Support Representative

Description

BASIC PURPOSE OF JOB AND PRIMARY OBJECTIVE:

• Provide efficient and professional support for OEM and Non-OEM (B2B) customer order entry and inside sales operations in the US and Canada markets. Responsible for managing customer interactions, ensuring accurate order processing, and supporting cross-functional departments to deliver high levels of customer satisfaction.

MAIN DUTIES (LIST DETAILS):

• Process daily customer orders, including entry, review, and order progression.

• Deliver timely and accurate customer quotes using web-based pricing software.

• Collaborate daily with Warehouse & Logistics to ensure prompt and accurate deliveries.

• Coordinate with Production Material Planning to align customer orders with production schedules.

• Investigate, address, and resolve customer issues in a proactive and professional manner.

• Compile and maintain reports and data dashboards as needed.

• Identify and expedite urgent or delayed items.

• Partner closely with the Outside Sales team to support customer relationships.

• Perform regular data analysis to improve process efficiency and customer service.

SPECIAL WORKING CONDITIONS:

Work conditions are normal for an office environment; must also be physically present in non-climate-controlled warehouse periodically.

Requirements

KNOWLEDGE AND SKILLS REQUIRED:

• Proven experience in customer-facing roles, particularly in product-based B2B environments.

• Excellent verbal and written communication skills.

• Strong analytical mindset and problem-solving abilities.

• Highly organized with the ability to manage multiple priorities under tight deadlines.

• Effective interpersonal skills and ability to work collaboratively in a team environment.

• Exceptional attention to detail.

• Familiarity with MRP systems (Movex, QlikView preferred).

• SAP knowledge is a plus.

• Proficient in Microsoft Office, especially Excel; experience with database or analytical tools is a plus.

• Ability to take ownership of customer orders and proactively manage issues affecting delivery timelines.

EDUCATION/ANY OTHER RELEVANT INFORMATION:

• Two-year degree or 2-3 years equivalent work experience in a product-based customer support function in     Industrial/Manufacturing environment

• Agriculture or Construction product experience preferred

• Ability to speak with customers in a professional manner and sense of urgency and concern for

customer requests.