Customer Support Specialist

Job Description

Duties & Responsibilities

• Support the MS&S sales team and collaborate with AESSEAL sister organizations to achieve new business development, commercial, and operational objectives.
• Provide responsive customer support by phone, email, walk-in service, pickup, and delivery; communicate order status, pricing, lead times, and revised delivery dates to customers and internal stakeholders.
• Process customer transactions accurately and promptly in SAP, including sales orders, invoices, production orders, purchase orders, goods receipts, credit memos, rebills, notification numbers, repair codes, and bills of material.
• Monitor and progress existing customer orders to ensure customer delivery on time, and, where required, provide internal and external updates on order status.
• Coordinate with the Workshop and Purchasing teams to meet customer delivery requirements and resolve order, material, or scheduling issues.
• Commercially and technically assess repairs, prepare repair quotations, and provide quotations for new items using eVE and other approved tools.
• Use AESSEAL Portal tools, including Quick Quote, Web GA, Drawing Search, the Knowledge Database, CSDS, and eVE, to determine pricing, locate drawings, and confirm material and application information.
• Enter and maintain customer information and transactions in required customer portals, including Ariba, Coupa, and OpenInvoice.
• Monitor inventory and stock levels, determine system inventory availability for processing needs, pull items for active orders, and receive daily deliveries by verifying quantities and shelving materials appropriately.
• Perform quality checks to confirm parts and items are manufactured accurately and meet applicable requirements.
• Prepare orders for shipment, including boxing, labeling, packing slips, proof-of-delivery documentation, invoices, and other required records.
• Locate and provide updates on new and repair order inquiries and create required labels for repairs and customer locations.
• Locate in-house drawings needed for repair or manufacturing activities.
• Pick up and deliver customer orders, parts, tools, and shop items as business needs require.
• Assist with seal assembly, repair, and pressure testing when trained and authorized to perform the work.
• Provide cross-functional support throughout the workday based on operational needs while maintaining customer service and work priorities.
• Promote customer satisfaction through service excellence and support leadership in reinforcing AESSEAL mission, vision, values, behaviors, and culture.
• Perform other duties and responsibilities as assigned based on business needs.
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• Health, Safety, Environment, Quality and Ethical Standards:
• Adhere to all HESQ standards and policies set out by Management.
• Adhere and demonstrate AES Group ethical standards.
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• Organization:
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• No Direct Reports
• Required Skills and Qualifications:
• Ability to:

o   Perform work accurately and thoroughly.

o   Adapt to change in the workplace.

o   Communicate effectively with others using the spoken word.

o   Communicate in writing clearly and concisely.

o   Take care of the customers’ needs while following company procedures.

o   Work at a sustained pace and produce quality work.

o   Focus on a goal and obtain a pre-determined result.

• Operate standard computer equipment and demonstrate proficiency in Microsoft Office and SAP systems.
• Use AESSEAL Portal tools effectively, including CSDS, Drawing Search, eVE, and Quick Quote.

Education and Experience

• High School Graduate or GED preferred but not required.
• Minimum of 1-2 years of related experience; or equivalent combination of education and experience.
• SAP experience preferred.
• Prior experience with or knowledge of mechanical seals or pumps preferred but not required.
• Physical Requirements:

PHYSICAL DEMANDS

• This position works in an open office environment where teamwork is emphasized. As such, regular attendance in the office is an essential function of the role.
• Other essential functions include:

o   Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences.

o   Oral Expression: The ability to communicate information and ideas in speaking so others will understand.

o   Speech Clarity: The ability to speak clearly so others can understand you.

o   Speech Recognition: The ability to identify and understand the speech of another person.

o   Near Vision: The ability to see details at close range (within a few feet of the observer)

Physical Demands

Lift/Carry

Stand

O (Occasionally)

Walk

O (Occasionally)

Sit

C (Constantly)

Reach Outward

F (Frequently)

Reach Above Shoulder

O (Occasionally)

Climb

N (Not Applicable)

Crawl

N (Not Applicable)

Squat or Kneel

O (Occasionally)

Bend

O (Occasionally)

10 lbs or less

O (Occasionally)

11-20 lbs

O (Occasionally)

21-50 lbs

O (Occasionally)

51-100 lbs

N (Not Applicable)

Over 100 lbs

N (Not Applicable)

Push/Pull

12 lbs or less

O (Occasionally)

13-25 lbs

O (Occasionally)

26-51 lbs

O (Occasionally)

51-100 lbs

N (Not Applicable)

N (Not Applicable)

Activity is not applicable to this occupation.

O (Occasionally)

Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently)

Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly)

Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

AESSEAL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.