Technical Customer Service Specialist

Navigate Search; New Jersey; On-site; USD 55,000 - 75,000; Full time

Job summary

Navigate Search is seeking a detail-oriented Technical Customer Service Specialist with strong ERP experience to assist customers in the industrial components and fasteners space. You will handle inquiries, quotations, order processing, and issue resolution using our ERP and CRM systems.

In a fast-paced environment, you will collaborate with purchasing, warehouse, production, and shipping teams to ensure accurate orders and timely delivery while maintaining precise pricing and customer data.

Qualifications

• 3+ years of experience in technical customer service or order management in industrial/manufacturing environments.
• Strong knowledge of industrial components, fasteners, hardware, or related products.
• Excellent written and verbal communication skills.

Responsibilities

• Serve as the primary contact for customer inquiries via phone, email, and other channels.
• Provide professional, timely support for product inquiries, pricing, availability, and order status.
• Prepare and process quotations and customer orders using ERP/CRM systems.
• Assist customers with product selection, specifications, applications, and availability.
• Troubleshoot issues and coordinate resolutions with internal departments to ensure satisfaction.
• Monitor orders from entry to shipment and communicate status, lead times, and delivery updates.
• Collaborate with purchasing, warehouse, production, and shipping teams to ensure accurate order fulfillment.

Skills

ERP systems

Customer service

Quotations & orders

MS Office

Communication

Tools

Syteline

Infor

Epicor

SAP

NetSuite

Job description

We are seeking a detail-oriented Technical Customer Service Specialist with strong ERP system experience and knowledge of industrial components, hardware, and fasteners. This role is responsible for providing exceptional customer support by assisting customers with product inquiries, technical information, quotations, order processing, and issue resolution.

The ideal candidate thrives in a fast-paced, technically focused environment and enjoys solving customer challenges while delivering an outstanding service experience. Working closely with internal teams, you will help ensure orders are processed accurately, customer questions are answered promptly, and products are delivered on time.

Responsibilities:

• Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels.
• Provide professional, timely, and accurate customer support for product inquiries, pricing, availability, and order status.
• Prepare and process quotations, customer orders, returns, and order modifications using the company's ERP system.
• Assist customers with product selection, technical specifications, applications, and product availability for industrial components, hardware, and fasteners.
• Troubleshoot customer issues and coordinate resolutions with internal departments to ensure complete customer satisfaction.
• Monitor customer orders from entry through shipment and communicate order status, lead times, and delivery updates.
• Collaborate with purchasing, warehouse, production, and shipping teams to ensure accurate and timely order fulfillment.
• Maintain accurate customer information, pricing records, and order history within ERP and CRM systems.
• Develop and maintain a thorough understanding of the company's products and services to provide knowledgeable technical support.
• Utilize ERP software daily to manage customer orders, inventory inquiries, reporting, and account information.
• Generate reports and maintain accurate customer and order data.
• Assist with reporting and documentation to support operational performance and customer service initiatives.
• Identify opportunities to improve customer service processes and operational efficiency.

Qualifications

• 3+ years of experience in technical customer service, customer support, or order management within an industrial, manufacturing, or distribution environment.
• Strong working knowledge of industrial components, fasteners, hardware, or related industrial products.
• Hands-on experience with ERP systems such as Syteline, Infor, Epicor, SAP, NetSuite, or similar platforms.
• Excellent written and verbal communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy.
• Proficiency with Microsoft Office Suite, including Excel, Outlook, and Word.