Service Support Specialist

Socket.dev; Waltham (MA); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) & paid time off

Job summary

Boston Dynamics is seeking a Service Support Specialist to support customers and internal teams through post-sales order fulfillment for mobile robotics and automation solutions. You will review orders, schedule fulfillment, and communicate updates to stakeholders, ensuring accuracy and timely delivery.

Ideal candidates have 2+ years in customer support or order fulfillment, a Bachelor’s degree or equivalent, and strong proficiency with CRM, ERP, and WMS systems.

Qualifications

• 2+ years in customer support, order fulfillment or similar role within high tech or related industry.
• Bachelor’s degree or equivalent experience.
• Proficiency in CRM, ERP, and WMS used in order fulfillment operations.
• Strong attention to detail and accuracy; ability to identify discrepancies and maintain records.
• Strong time management and organizational skills to manage order volumes.
• Ability to coach colleagues informally on processes and product knowledge.

Responsibilities

• Review sales orders after sale to ensure information is complete and ready for fulfillment.
• Monitor and schedule fulfillment and delivery based on customer requirements, inventory, and capacity.
• Communicate order status, scheduling updates, and changes to stakeholders and customers.
• Ensure customer-specific shipping instructions are accurately followed.
• Assist with expediting urgent orders while balancing constraints.
• Maintain accurate order records and update ERP/order systems in real time.
• Investigate shipment or order issues and coordinate timely resolutions.
• Provide post-sales support to Sales and Customer Service teams on order status and timing.
• Proactively identify potential fulfillment issues and elevate to minimize customer impact.
• Follow procedures to ensure orders are processed consistently and accurately.
• Support process-improvement initiatives to improve order accuracy and on-time shipments.

Skills

CRM proficiency

ERP systems

WMS experience

Detail oriented

Education

Bachelor’s degree or equivalent

Tools

ERP software

WMS software

Job description

As a Service Support Specialist on the Service & Customer Support team, you will be responsible for supporting customers and internal teams throughout the post-sales order fulfillment process. This role focuses on owning post-sales order accuracy, scheduling, and fulfillment for industry-leading mobile robotics and automated warehouse solutions

Boston Dynamics is a world leader in mobile robots, tackling some of the toughest robotics challenges. For years, our awe-inspiring viral videos on YouTube have shown the world what remarkably capable robots can do. Now we are quickly becoming a recognized leader in automation solutions for industrial applications and warehouse logistics.

How You Will Make an Impact

• Review sales orders after the sale to ensure all required information is complete, accurate, and ready for fulfillment.
• Monitor and schedule sales order fulfillment and delivery based on customer requirements, available inventory and operational capacity while collaborating with Operations, Production, Logistics, and Sales teams to prioritize shipments.
• Communicate order status, scheduling updates, delays, and changes to internal stakeholders and customers as needed.
• Ensure customer-specific shipping instructions and requirements are accurately communicated and followed.
• Assist with expediting urgent or priority orders while balancing operational requirements.
• Maintain accurate order records and update ERP/order management systems in real time with scheduling and fulfillment information.
• Investigate shipment or order issues and coordinate timely resolutions.
• Provide post-sales support to Sales and Customer Service teams by answering questions related to order status, availability, scheduling, and shipment timing.
• Proactively identify potential fulfillment issues and elevate to minimize customer impact.
• Follow established procedures and controls to ensure orders are processed consistently and accurately.
• Support process-improvement initiatives designed to improve order accuracy, on-time shipment performance, and customer satisfaction.

You Bring

• 2+ years of experience in customer support, order fulfillment or a related customer-facing role within the high tech or related industry.
• Bachelor’s degree or equivalent experience.
• Proficiency in CRM, ERP, and WMS used in order fulfillment operations.
• Strong attention to detail and accuracy, with the ability to identify discrepancies, maintain accurate records, and ensure tasks are completed correctly and efficiently.
• Strong time management and organizational skills to manage order volumes effectively.
• Ability to coach colleagues informally on processes and product knowledge.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.

The base pay range for this position is between $55,000 to $70,000 annually. Base pay will depend on multiple individualized factors including, but not limited to internal equity, job related knowledge, skills and experience. This range represents a good faith estimate of compensation at the time of posting. Boston Dynamics offers a generous Benefits package including medical, dental vision, 401(k), paid time off and a annual bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer for employment.