Customer Support Specialist

Sirmax North America, Inc.; Anderson (IN); Sur place; USD 52 000 - 78 000; Plein temps

Avantages offerts par ce poste

Training and development opportunities

Collaborative work environment

International group

Résumé du poste

Sirmax North America, Inc. seeks a Customer Support Specialist to manage customer orders from receipt to fulfillment, coordinating with sales, logistics, and finance to ensure accuracy and timeliness.

You will analyze demand, forecasts, and master data, supporting order-to-cash activities and KPI reporting. The ideal candidate has a college or technical degree, 2–3 years in customer service or order management, proficiency in MS Office, and SAP experience, with strong communication and

Qualifications

• College or technical degree required or equivalent gained from 3+ years of experience.
• 2–3 years of experience in Customer Service, Order Management, or Order-to-Cash processes preferred.
• Proficiency in MS Office; SAP experience preferred.

Responsabilités

• Open and maintain customer accounts and record information.
• Coordinate deliveries with logistics and production for delivery dates.
• Support Order-to-Cash activities, including invoicing follow-up and payment status monitoring.
• Update price lists and maintain customer master data.
• Communicate with customers and resolve inquiries and issues.

Connaissances

Customer service

Order management

Cross-functional collaboration

Analytical mindset

Formation

College/Technical Degree in Economics, Business Admin, Management Eng or related

Outils

SAP

MS Office

Description du poste

The Customer Support Specialist supports the sales and technical departments by managing customer orders from the moment they arrive until they are fulfilled, in accordance with the general terms and conditions of sale, price lists, customer requirements and specific instructions issued by the sales department. They are also responsible for analyzing demand, historical data, and sales forecasts broken down by target market, product, and sales channel, to support the development of production and purchasing planning strategies.

Main activities:

• Open and maintain customer accounts by recording account information;
• Coordinate deliveries to customers with logistic department;
• Coordinate with Production Manager for confirming delivery dates to customers;
• Keep price lists updated, and maintain customer master data;
• Answer corporate phone line and direct accordingly;
• Reach out to customers and verify account information, payment information and other pertinent information such as addresses and phone numbers;
• Support Order-to-Cash activities, including invoicing follow-up, credit notes and payment status monitoring;
• Cross function coordination with sales, planning, logistics, and finance departments;
• Place sales order refunds, or exchanges;
• Daily customer communication and support;
• Follow-up on order status, deliveries and backorders;
• Place, modify or cancel sales orders and forecasts;
• Responsible for resolving customer requests, complaints and claims;
• Navigate through customer portals to update sales orders and sales forecasts;
• Build relationships of trust with customers through open and interactive communication;
• Keep records of customer interactions, process customer accounts and file documents;
• Support to continuous process improvement initiatives;
• Preparation of reports and KPIs;
• Follow communication procedures, guidelines and policies;
• Submit and reconcile expense report;
• Performs other duties as assigned.

Requirements of the position:

• College or Technical Degree (or equivalent gained from 3+ years of experience)/Degree in Economics, Business Administration, Management Engineering, or a related field;
• Proficiency in MS Office;
• 2–3 years of experience in Customer Service, Order Management, or Order-to-Cash processes preferred;
• SAP Experience (preferred).

Characteristics of the candidate:

• Strong organizational skills with the ability to multi-task;
• Ability to organize a daily workload by priorities;
• Ability to meet deadlines in a fast-paced quickly changing environment;
• A proactive approach to problem-solving and highly motivated;
• Strong communication and problem-solving skills;
• Comfortable working cross-functionally with Sales, Operations, Logistics, and Finance;
• Analytical mindset and willingness to learn and grow.

What Sirmax Offers:

• The opportunity to join a solid and continuously growing international Group;
• Training, onboarding and professional development opportunities;
• A collaborative work environment focused on innovation and continuous improvement;
• The opportunity to actively contribute to challenging, high-value projects.