Customer Support Specialist

Element Designs; Fort Mill (SC); On-site; USD 38,000 - 52,000; Full time

Job summary

Element Designs is seeking a motivated Customer Support Team Member to assist clients with quotes, product guidance, and order processing. You will ensure a seamless experience from inquiry to delivery in a fast-paced, collaborative environment.

Ideal candidates have inside sales or customer support experience, strong communication skills, and the ability to manage multiple tasks while using CRM and MS Office tools. Join us to help clients find the right solutions and drive customer satisfaction.

Qualifications

• Experience in inside sales or customer support in manufacturing or construction.
• Excellent written and verbal communication.
• Familiar with CRM systems and MS Office.
• Strong organizational and multitasking abilities.
• Able to work independently and in a team.

Responsibilities

• Lead Qualification & Sales: respond to inbound inquiries and provide quotes for custom aluminum doors.
• Product Knowledge: develop understanding to guide customers in purchasing decisions.
• Order Processing: assist with ordering and ensure timely delivery.
• Sales Follow-Up: pursue leads, proposals, and quotes to close sales.
• Customer Needs Assessment: identify requirements and promote upsell opportunities.
• Customer Inquiries & Support: handle inquiries on products, orders, shipments, pricing, and specs.
• Problem Resolution: address complaints and escalate when needed.
• Order Tracking: monitor orders and provide updates.
• Documentation & Record Keeping: log interactions in CRM/ERP.

Skills

Inside sales

Customer support

Communication skills

Problem-solving

Multi-tasking / prioritization

Independent worker

Team collaboration

Tools

CRM software

Excel

Word

Outlook

Job description

Are you passionate about delivering outstanding customer service and helping clients find the right solutions? We’re looking for an energetic and detail-oriented Customer Support Team Member to join our team. In this role, you’ll work directly with customers to provide quotes, guide product selections, process orders, and ensure a seamless experience from inquiry to delivery. If you thrive in a fast-paced, collaborative environment and have a knack for clear communication, we’d love to hear from you!

Key Responsibilities

• Lead Qualification & Sales: Respond to inbound sales inquiries, and work to convert them into customers. Provide quotes for custom aluminum doors and related products.
• Product Knowledge: Develop an in-depth understanding of the company’s products, features, and specifications to effectively guide customers in their purchasing decisions.
• Order Processing: Assist customers with order placement, including providing product recommendations, processing order details, and ensuring timely and accurate delivery.
• Sales Follow-Up: Follow up on leads, proposals, and quotes to close sales and drive revenue.
• Customer Needs Assessment: Identify customer needs and work to provide solutions that meet their requirements. Promote upselling or cross-selling opportunities for additional products or upgrades.

Customer Support

• Customer Inquiries & Support: Handle customer inquiries about products, orders, shipments, pricing, and technical specifications, providing clear, helpful, and timely responses.
• Problem Resolution: Address customer concerns, complaints, and issues promptly, ensuring a positive resolution and maintaining customer satisfaction. Escalate complex issues to Sales Manager and Inside Sales/Customer Support Supervisor, when necessary.
• Order Tracking: Monitor the status of orders, shipments, and delivery timelines, providing updates to customers and ensuring satisfaction.
• Documentation & Record Keeping: Accurately document customer interactions, orders, and sales activity in the company’s CRM and ERP systems. Ensure all customer details are updated and correct.

Collaboration and Communication

• Internal Coordination: Collaborate closely with production, logistics, and management teams to ensure customer requirements are met, and delivery schedules are managed.
• Sales Reporting: Track and report on sales activities, customer feedback, and order fulfillment status to management. Provide insights on customer demands.
• Customer Feedback Loop: Relay customer feedback to product development and sales teams to help improve products, services, and customer satisfaction.

Required Qualifications

• Proven experience in inside sales, customer support, or a similar role (ideally in manufacturing or construction sectors).
• Strong communication skills, both written and verbal, with the ability to engage with customers professionally and effectively.
• Basic understanding of cabinet or closet industry and/or building materials is preferred, though training can be provided.
• Excellent organizational skills and the ability to manage multiple tasks and priorities efficiently.
• Familiarity with CRM software and Microsoft Office Suite (Excel, Word, Outlook).
• Strong problem-solving skills and ability to handle customer complaints with professionalism.
• Ability to work independently and as part of a collaborative team.