Customer Support Specialist

· Serve as the primary point of contact for customer inquiries via phone, email, and service portals

· Create, manage, and track service tickets from initiation through resolution

· Process and support sales orders, including order entry, confirmations, changes, and updates

· Communicate order status, lead times, shipping updates, and service timelines to customers

· Coordinate internally with Production, Engineering, Purchasing, and Logistics to resolve customer issues

· Troubleshoot basic product, order, or service-related issues and escalate when necessary

· Maintain accurate customer records, order history, and service documentation in ERP/CRM systems

· Support warranty claims, returns (RMAs), and repair/service requests

· Ensure timely follow-up on open tickets and customer requests to meet service level expectations

· Assist with shipping coordination and documentation when customer-related issues require logistics support

· Identify recurring issues and communicate trends to Service or Quality teams for improvement

· Maintain professional, clear, and consistent customer communication aligned with company standards

· Support Sales team with quoting, order updates, and customer account maintenance as needed

· KPI tracking (response time, resolution time, customer satisfaction metrics)

Education, Experience & Skills

· High school diploma or GED; Higher degree from technical school is a plus.

· Experience with technical product support or industrial equipment service environments

· 5 Years’ work experience in customer support.

· Experience in customer service, technical support, or order processing in a manufacturing or OEM environment

· Strong written and verbal communication skills

· Ability to manage multiple priorities and track open tasks/tickets effectively

· Familiarity with ERP and/or CRM systems (order entry and case management preferred)

· Strong problem-solving and follow-up skills

· Ability to read basic technical or product documentation preferred

· Detail-oriented with strong organizational skills

· Comfortable working cross-functionally with production, engineering, and logistics teams

Physical Demands & Work Environment

Employees must be able to communicate effectively, operate tools and equipment, and safely perform physical tasks in an active industrial environment. Essential functions include standing, walking, sitting, reaching, bending, stooping, kneeling, crouching, climbing, and occasionally crawling, as well as safely lifting and/or moving up to 50 lbs. Vision requirements include close and distance vision, color and peripheral vision, depth perception, and the ability to adjust focus. All employees are expected to support plant operations as needed while following all safety policies and procedures. Typical manufacturing environment with noise levels ranging from quiet to moderate depending on work activities.

Contact HR@Elnik.com and specify which role you are interested in.