Customer Support Specialist

Job Description: Duties & Responsibilities: · Support the MS&S sales team and collaborate with AESSEAL sister organizations to achieve new business development, commercial, and operational objectives. · Provide responsive customer support by phone, email, walk-in service, pickup, and delivery; communicate order status, pricing, lead times, and revised delivery dates to customers and internal stakeholders. · Process customer transactions accurately and promptly in SAP, including sales orders, invoices, production orders, purchase orders, goods receipts, credit memos, rebills, notification numbers, repair codes, and bills of material. · Monitor and progress existing customer orders to ensure customer delivery on time, and, where required, provide internal and external updates on order status. · Coordinate with the Workshop and Purchasing teams to meet customer delivery requirements and resolve order, material, or scheduling issues. · Commercially and technically assess repairs, prepare repair quotations, and provide quotations for new items using eVE and other approved tools. · Use AESSEAL Portal tools, including Quick Quote, Web GA, Drawing Search, the Knowledge Database, CSDS, and eVE, to determine pricing, locate drawings, and confirm material and application information. · Enter and maintain customer information and transactions in required customer portals, including Ariba, Coupa, and OpenInvoice. · Monitor inventory and stock levels, determine system inventory availability for processing needs, pull items for active orders, and receive daily deliveries by verifying quantities and shelving materials appropriately. · Perform quality checks to confirm parts and items are manufactured accurately and meet applicable requirements. · Prepare orders for shipment, including boxing, labeling, packing slips, proof-of-delivery documentation, invoices, and other required records. · Locate and provide updates on new and repair order inquiries and create required labels for repairs and customer locations. · Locate in-house drawings needed for repair or manufacturing activities. · Pick up and deliver customer orders, parts, tools, and shop items as business needs require. · Assist with seal assembly, repair, and pressure testing when trained and authorized to perform the work. · Provide cross-functional support throughout the workday based on operational needs while maintaining customer service and work priorities. · Promote customer satisfaction through service excellence and support leadership in reinforcing AESSEAL mission, vision, values, behaviors, and culture. · Perform other duties and responsibilities as assigned based on business needs. undefined undefined Health, Safety, Environment, Quality and Ethical Standards: Adhere to all HESQ standards and policies set out by Management. Adhere and demonstrate AES Group ethical standards. undefined Organization: undefined No Direct Reports Required Skills and Qualifications: · Ability to: o Perform work accurately and thoroughly. o Adapt to change in the workplace. o Communicate effectively with others using the spoken word. o Communicate in writing clearly and concisely. o Take care of the customers’ needs while following company procedures. o Work at a sustained pace and produce quality work. o Focus on a goal and obtain a pre-determined result. · Operate standard computer equipment and demonstrate proficiency in Microsoft Office and SAP systems. · Use AESSEAL Portal tools effectively, including CSDS, Drawing Search, eVE, and Quick Quote. Education and Experience · High School Graduate or GED preferred but not required. · Minimum of 1-2 years of related experience; or equivalent combination of education and experience. · SAP experience preferred. · Prior experience with or knowledge of mechanical seals or pumps preferred but not required. Physical Requirements: PHYSICAL DEMANDS · This position works in an open office environment where teamwork is emphasized. As such, regular attendance in the office is an essential function of the role. · Other essential functions include: o Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences. o Oral Expression: The ability to communicate information and ideas in speaking so others will understand. o Speech Clarity: The ability to speak clearly so others can understand you. o Speech Recognition: The ability to identify and understand the speech of another person. o Near Vision: The ability to see details at close range (within a few feet of the observer) Physical Demands Lift/Carry Stand O (Occasionally) Walk O (Occasionally) Sit C (Constantly) Reach Outward F (Frequently) Reach Above Shoulder O (Occasionally) Climb N (Not Applicable) Crawl N (Not Applicable) Squat or Kneel O (Occasionally) Bend O (Occasionally) 10 lbs or less O (Occasionally) 11-20 lbs O (Occasionally) 21-50 lbs O (Occasionally) 51-100 lbs N (Not Applicable) Over 100 lbs N (Not Applicable) Push/Pull 12 lbs or less O (Occasionally) 13-25 lbs O (Occasionally) 26-51 lbs O (Occasionally) 51-100 lbs N (Not Applicable) N (Not Applicable) Activity is not applicable to this occupation. O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day) F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day) C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day) AESSEAL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.