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Customer Support Specialist II

Location: Grovetown
Posted on: August 5, 2022

Job Description:

JOB TITLE: Customer Support Specialist II REPORTS TO: Manager of Customer Service and Parts Sales DEPARTMENT : Customer Service LOCATION : Grovetown, GA SHIFT : First PURPOSE OF POSITION: To increase profitable spare parts sales and customer satisfaction by serving as the main contact for spare parts business for a designated market or region, and by supporting customers and the sales channel. . Responding to inquiries by creating and submitting spare parts quotes and orders to global sales channel including end-user customers, third-party agents, KSB companies, and others as specified by management, compliant with GIW requirements. Providing support as directed by manager for company goals and objectives. Providing administrative support as required for sales channel and department support. Providing 24/7 support to sales channel as needed. Providing process management for spare parts quotes and orders. Participating in department and cross-functional process improvement projects. DUTIES AND RESPONSIBILITIES: Under general supervision: 1. Respond to inquiries by creating and submitting spare parts quotes and orders.

  • Generate quote/order in SAP using correct customer accounts, and correct stockyards.
  • Verify the following (to include, but not be limited to): product, pricing, delivery schedule, recommended parts, delivery method, terms, conditions, sales person assignment, third party agent or KSB company assignment as applicable, commission assignment as applicable.
  • For orders, confirm all items in B with the incoming Purchase Order.
  • Process change orders as required.
  • Ensure quote/order documentation is accurately processed, distributed and released to appropriate parties in a timely manner. 2. Enforce GIW Requirements, including Terms and Conditions, and Cancellation, Restock, and Rush Delivery Fees. 3. Continual coordination and open communication with the customer, sales channel, and all relevant GIW departments to ensure customers specifications and delivery requirements are met. 4. Respond to customer and sales channel questions and issues to resolve or facilitate coordination with the correct department for resolution. Provide documentation as required for issue resolution. 5. Issue order status reports to customers and sales channel as needed. 6. Assists sales personnel and others as necessary in the maintenance, use, and reporting of customer spare parts pricing. 7. Perform job responsibilities and duties as assigned, within defined time frames established by the manager. 8. Respond to 24/7 emergency requests from sales channel as required, coordinating actions of all applicable departments using provided cell phone and laptop. The decision on whether to come to the office to facilitate the response to the emergency is at the discretion of this employee. 9. Create process flowcharts, documentation, and work instructions as required. 10. Participate on department and cross-functional process improvement projects as required and directed by management. Performance Expectations: This employee is expected to perform as follows:
  • Develop and maintain excellent relationships with customers and the sales channel to facilitate the GIW business model (GIW is a partner, not a supplier).
  • Develop and maintain professional oral and written communication skills.
  • Perform duties in a manner that exhibits transparency, accountability, courtesy, timeliness, initiative and professionalism.
  • Maintain an organized, safe, healthy work environment.
  • Maintain computer skills required for efficient and effective processing of quotes and orders and to provide process documentation/mapping as required. KNOWLEDGE AND EXPERIENCE (minimum required):
  • EDUCATION: Preferred: Two year degree with a focus on AutoCAD drafting or mechanical engineering, or 5 years of on-the-job experience in a custom manufacturing environment.
    • EXPERIENCE: Minimum of 3 years of experience supporting customers and sales channel for a global company as Inside Customer Service/ Sales. Preferred: Experience within a manufacturing or industrial setting. Experience in Logistical arrangement for domestic and international bookings. Understanding of Export Documentation and Harmonized Tariff codes and Sanctioned Countries.
      • COMPUTER SKILLS: Preferred: ERP (AS400, SAP, Synchrono , Oracle, etc.) Email (Lotus or Outlook) Adobe (PDF file create, view, edit) Microsoft (Word, Excel). Ability to read mechanical drawings, mechanical engineering buyer of custom manufactured products in a JIT environment.
        • SKILLS: Excellent verbal and written communication skills. Must be multi-task oriented, dependable, ethical, responsive, and able to manage stress and adapt to change within a fast-paced environment. Excellent organizational skills. Ability to work well in a team environment. Patience and proven problem-solving skills. The ability to manage spare parts quotations and orders processes. The ability to participate on cross-functional teams.
          • KNOWLEDGE: Knowledge of logistical arrangements for domestic and international bookings. An understanding of Export Documentation and Harmonized Tariff codes and Sanctioned Countries.
            • Language/ Other: Primary language required English. Bilingual candidates in Spanish or German preferred.


Keywords: GIW INDUSTRIES, INC., Augusta , Customer Support Specialist II, Other , Grovetown, Georgia

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