Customer Support Administrator

ELGI Equipments Ltd; Charlotte (NC); On-site; USD 42,000 - 55,000; Full time

Job summary

ELGi in Charlotte, NC is seeking a Customer Support Administrator to support regional sales managers and distributors. You will respond to inquiries, provide quotations and stock information, and manage orders with operations to ensure timely delivery.

You will also generate invoices, track shipments, and assist with consignment and credit holds. The role requires strong customer service, communication, and organizational skills, with experience in Salesforce and ERP systems.

Qualifications

• High School Diploma or equivalent.
• 2+ years of customer or sales support in manufacturing or distribution.
• Proficiency with Microsoft Office Suite, Windows OS, Salesforce CRM and ERP systems.
• Exceptional customer service and communication skills.
• Strong time management, organization and prioritization.
• Attention to detail and teamwork.
• Associate's or Bachelor's Degree preferred.
• Production/fulfillment experience in manufacturing or distribution preferred.
• Industrial or technical product experience preferred.

Responsibilities

• Respond to inbound calls and emails from distributors and the public.
• Provide quotations and product availability information based on SLAs with operations.
• Generate invoices for parts, equipment and accessories with appropriate pricing.
• Track fulfillment of sales orders and on-time delivery status.
• Coordinate distributor consignment invoicing with internal contacts as needed.
• Coordinate with logistics to ensure on-time shipment.
• Coordinate AR on payments and credit holds.
• Provide freight estimates for customer quotes.
• Process credits and RMAs.
• Identify opportunities for process improvements to enhance order management efficiency.

Skills

Customer service

Communication skills

Time management

Organization

Attention to detail

Teamwork

Analytical abilities

Education

Associate's or Bachelor's Degree

Tools

Microsoft Office Suite

Salesforce CRM

ERP systems

Job description

About Us

Established in 1960, ELGi is a global compressed air solutions provider with over two million customers across 100 countries. With over 400 products and accessories, ELGi aims to provide the lowest ownership cost experience supported by responsive service. Our brand goal of being "Always Better" for our customers, employees, investors, suppliers, distributors, and societies serves as the backbone for our aspiration to be the preferred compressed air partner. Established in 2012, ELGi Compressors USA provides compressed air solutions to a variety of markets and applications throughout North America. We believe the USA will be a critical driver in our growth ambitions and are aggressively investing in establishing our market capabilities, expanding distribution, and building customer trust. As we approach our business goals, we aim to become the employer of choice.

About the Opportunity

The Customer Support Administrator is a multifaceted role responsible for providing comprehensive support to regional sales managers, distributors, and the customer support team. This position involves handling customer/distributor requests, coordinating order fulfillment with operations, providing quotations, information on stock availability, delivery dates, and prices, as well as efficiently handling order management.

Responsibilities

• Respond to inbound phone calls and e-mails from distributors and the general public.
• Provide customer support to ELGi network of distributors and regional Sales Managers, including, but not limited to, providing quotations, information on product specifications/availability (based on service level agreement with operations), and providing order acknowledgement.
• Generate invoices for parts, equipment and accessories, ensuring appropriate pricing, discounts, and/or freight charges are applied. Review incoming purchase orders for accuracy and completeness before processing.
• Track fulfillment of sales orders, including monitoring, reporting, and communication around on-time delivery status.
• Coordinate the processing and invoicing for distributor consignment inventory, involving the appropriate internal contact(s) as needed.
• Coordinate with logistics function to ensure on-time shipment.
• Coordinate with AR on credit card payments and credit holds.
• Provide estimates for customer freight in distributor/customer quotes.
• Process Credits and RMAs.
• Proactively identify opportunities for process improvements to enhance the efficiency of order management.

Qualifications

• High School Diploma or equivalent.
• 2+ years of experience providing customer and/or sales support in a manufacturing or distribution environment.
• Proficiency with Microsoft Office Suite, Windows Operating System, CRM (Salesforce) and ERP system(s).
• Exceptional customer service skills.
• Effective written and oral communication skills.
• Strong time management, organization, and prioritization skills.
• Good mathematical and analytical abilities.
• Keen attention to detail.
• Customer-focused and team-oriented.
• Associate's or Bachelor's Degree in a relevant field preferred.
• Production and/or fulfillment experience in a manufacturing or distribution environment preferred.
• Industrial or technical product experience preferred.