Customer Support Specialist

The Position

The Customer Support Specialist is responsible for providing customer and sales support by managing the order entry, dispatch, and tracking of all Ergon lube bulk orders with the highest quality. This role serves as a liaison between customers and internal departments, addressing complaints, processing orders, resolving errors, and escalating issues when necessary.

Key Responsibilities

• Communicate and coordinate with colleagues to ensure team success.
• Receive, process, confirm, and monitor all customer orders, including dispatching orders, scheduling loading times, and entering orders into SAP.
• Ensure order contract pricing and freight are accurately entered into the system and invoiced correctly.
• Review U.S. Customs order documentation for accuracy and timely receipt.
• Provide updates to customers regarding changes (e.g., split bookings, ETD/ETA adjustments).
• Maintain accurate data entry, documentation, and customer communication.
• Generate, monitor, and escalate Service Problem Reports, keeping stakeholders informed.
• Coordinate with supply and distribution to determine optimal supply points for outgoing shipments.
• Identify and update outdated information in systems like SAP, Salesforce, and procedural documentation.
• Stay informed on Customer Service procedures, system enhancements, and new implementations.
• Develop expertise in systems such as SAP, Salesforce, Picaso, and Microsoft Dynamics.
• Notify the Customer Service Manager of additional training needs.

Basic Qualifications

• High school diploma or equivalent required.
• Must be available for occasional nights, holidays, and weekends, including on-call rotations.
• Strong interpersonal and communication skills with a professional and courteous demeanor.

Preferred Qualifications

• Bachelor's degree in a related field.
• Experience with SAP, Salesforce, or similar customer relationship management systems.
• Familiarity with ISO 9000 quality standards and hazardous materials regulations.
• Proficiency in Microsoft Office Suite and other relevant software applications.

This role requires commitment to continuous training, including corporate-level quality standards, job-specific requirements, and ongoing software education.