Customer Support Specialist

Hourly Rate: $23-$25/hour + Order writer commissions. Shift: Monday - Friday, 6:30 a.m. - 3:30 p.m. Summary: The Customer Support Specialist plays a key role in delivering exceptional service to Acme’s customers by building trust-based relationships and ensuring a smooth, accurate order experience. This position manages a range of responsibilities including order entry, customer inquiries, problem resolution, delivery communication and account management, while supporting the company’s commitment to building partnership over customer service. Order Lifecycle Management • Accurately enter and manage sales orders from initiation to completion, maintaining high attention to detail. • Maintain all Inside Sales queues daily, including Trouble, Remote Order Entry, Will Call, Invoice Preview, and Open Order Status Review. • Proactively communicate with customers regarding delays, issues, and backorders; maintains regular updates on will call orders (bi-weekly). • Complete all documentation accurately and in a timely manner. • Use tools such as Eclipse, Revalgo, vendor catalogs, and industry websites and contacts to support order processing and product sourcing. • Coordinate pricing on bids over $2,000.00 with Outside Sales or Branch Management. Partnership Level Service • Deliver service in alignment with Acme’s Customer Partnership Program; maintain an average call score of 80 or higher. • Consistently goes above and beyond to anticipate customer needs, resolve issues, and deliver personalized service that exceeds expectations. • Collect and verify complete customer information, including contact and delivery details. • Assist customers with product selection by identifying needs through active listening and thoughtful questioning. • Responds promptly to customer inquiries and directs them to relevant Acme services when needed. • Is able to communicate and understand basic Core Services provided at Acme (AIMS, Rental, Fabrication, Technical Sales, and Kitting). • Is able to meet or exceed SOPs related to POD response time (if applicable). General Responsibilities • Greet and assist all customers with professionalism and a positive attitude. • Maintain a neat and professional appearance that reflects Acme’s standards of service and credibility. • Ensure that the work area is consistently clean, organized, and free of clutter to support efficiency, safety, and a welcoming environment. • Manage multiple customer interactions simultaneously while upholding service quality. • Build strong working relationships with customers, coworkers, and vendors. • Address customer concerns promptly and communicate issues to the Branch Manager as needed. • Support warehouse operations as needed, following the Material Handling Job Description (if applicable). • Follow all directives issued by the Branch Manager and Regional Manager. Skills: Technical Qualifications/Experience • Minimum 2 years of customer service or inside sales experience, or other work related experience(Acme experience preferred). • Completion of Acme University 100 series trainings. • Experience with ERP systems (Eclipse preferred). • Demonstrates proficiency in Microsoft Office such as Outlook and Excel. • Demonstrates proficiency in basic computer functions, including accurate typing, use of spell check and grammar tools, and navigating standard software applications.Familiarity with construction supply products is a plus. • Traits: Behavior & Competencies • Active Listening: Ability to fully engage with customers and respond effectively. • Customer Focus: Go above and beyond to provide proactive, tailored support. • Time Management: Efficiently prioritize tasks and manage workload. • Conflict Resolution: Handle concerns with diplomacy and clarity. Working Conditions: Physical Requirements • Regularly required to sit, walk, talk, hear, and use hands for typing, grasping, and handling office equipment. • Occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. • May be required to remain in a stationary position for extended periods of time while on the telephone, or while operating or using office equipment and computers, or while writing; • May be required to move or traverse considerable distances in the facility during the course of a work day. • Work takes place in both office and warehouse environments.