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Customer Support Specialist
Location: Nashville, TN
Work Arrangement: Full-Time, Onsite
Schedule: Monday-Friday, 7:30 AM-4:30 PM
Employment Type: Contract-to-Hire
Compensation: $25-$26/hour
About the Opportunity
Beacon Hill’s client is seeking a Customer Support Specialist to join their team in Nashville, TN. This role is ideal for a highly organized, customer-focused professional who enjoys managing orders, solving problems, and working across multiple departments to ensure customers receive timely and accurate support.
The Customer Support Specialist will partner closely with Account Managers, Operations, Supply Chain, Credit, and other internal teams while serving as a dependable point of contact for assigned customers. The position requires strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
Key Responsibilities
- Partner with Account Managers to provide responsive and reliable support to assigned customers throughout the sales process and during ongoing account management.
- Serve as a liaison between field-based Account Managers and internal operations teams, coordinating resources and helping resolve customer needs through an organized, process-driven approach.
- Participate in customer calls alongside Account Managers, assisting with information gathering, operational questions, pricing requests, and other sales-related needs.
- Provide assistance to transactional customer accounts that are not assigned to a dedicated Customer Support Specialist as needed.
- Coordinate the full order lifecycle, including processing orders and keeping customers informed throughout the fulfillment process.
- Receive purchase orders, enter and maintain inbound sales orders, create order acknowledgments, communicate product availability, confirm delivery dates, and update the ERP system as necessary.
- Maintain accurate, organized electronic documentation for customer accounts.
- Collaborate with internal departments and the sales team to ensure customer expectations are understood and successfully met.
- Work with Supply Chain and other departments to coordinate materials needed for customer orders and requests, including processing warehouse transfers and requisitions through the appropriate channels.
- Generate and review reports to monitor orders, verify accuracy, and manage the order-to-fulfillment process.
- Monitor short-stock items and backorders, partnering with internal teams to fulfill orders as quickly as possible while keeping customers informed of backordered products and expected availability.
- Respond to customer requests for SDS, COA, and basic technical product information.
- Process Return Merchandise Authorizations (RMAs), coordinate with Operations to ensure returned materials are properly received and entered into the ERP system, and communicate return details to customers throughout the process.
- Respond promptly, professionally, and positively to customer inquiries received by phone and email.
- Manage customer concerns and complaints by documenting issues, communicating resolutions, and assisting with appropriate corrective and preventative actions.
- Troubleshoot customer and order-related issues and escalate concerns to cross-functional partners and management when necessary.
- Support the Credit department by researching and resolving customer short payments in partnership with Account Managers when needed.
- Communicate stock outages and customer inventory requirements to the Supply Chain team.
- Build productive working relationships and collaborate effectively with employees across the organization.
- Demonstrate a customer-first mindset by building trust, communicating effectively, collaborating with others, solving problems creatively, driving execution, and operating with integrity.
- Develop a thorough understanding of the industry, products, pricing structures, and proposal/quoting processes.
- Maintain professional relationships with both internal and external partners that align with company values.
- Follow company policies, handbook guidelines, and applicable workplace safety procedures.
- Perform additional responsibilities as assigned.
Qualifications
- High School Diploma or GED required.
- Minimum of 2 years of experience in an office-based customer service environment.
- Experience supporting technical or complex product lines required; distribution industry experience is preferred.
- Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
- Excellent written and verbal communication skills.
- Strong attention to detail with effective organizational and prioritization skills.
- Ability to work successfully in a fast-paced environment while managing multiple projects or priorities simultaneously.
- Ability to communicate and collaborate effectively with employees at all levels of the organization.
- Ability to complete assignments within deadlines established by management.
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