Customer Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main contact for customers, vendors, manufacturers, installers, and internal teams.

• Establish and nurture robust customer relationships through timely communication and proactive issue resolution.

• Accurately process orders for equipment and parts within the ERP system.

• Organize equipment shipments, installations, and service requests to align with customer expectations and project deadlines.

• Oversee orders throughout their entire lifecycle, including entry, acknowledgments, shipping, delivery, installation, invoicing, and project closure.

• Relay order status, pricing details, shipping updates, and potential delays to both customers and internal stakeholders.

• Collaborate with suppliers and manufacturers to verify production schedules, shipment dates, tracking details, and order fulfillment.

• Assist with large-scale equipment deployments for national retail and restaurant clients.

• Review vendor invoices, shipping documentation, and order confirmations to ensure accuracy and prompt processing.

• Partner with Accounts Receivable and Accounts Payable to address billing discrepancies and invoice-related challenges.

• Track open orders, shipments, and outstanding invoices to facilitate timely billing and project completion.

• Maintain documentation for customers and vendors, including credit applications, pricing updates, and compliance records.

• Keep project tracking systems up to date by ensuring accurate documentation and status reports.

• Coordinate inquiries regarding equipment, parts, field services, installations, and technical support by engaging the right internal and external resources.

• Work collaboratively across Sales, Purchasing, Customer Service, Finance, Engineering, and Operations to provide an outstanding customer experience.

• Recognize opportunities to enhance processes and improve operational efficiency.

⛳️ Requirements

• An Associate's or Bachelor's degree is preferred, or an equivalent mix of education and experience.

• A minimum of three years’ experience in customer support, customer service, project coordination, order management, inside sales support, or a similar operations role.

• Proven experience in managing multiple customer accounts while handling competing priorities.

• Familiarity with ERP systems such as Syteline, SAP, Oracle, Microsoft Dynamics, or similar platforms is preferred.

• Experience with CRM and project management systems is an advantage.

• Proficient in Microsoft Office, especially Excel and Outlook.

• Exceptional verbal and written communication abilities.

• Strong organizational, time management, and problem-solving skills, with a keen eye for detail.

• Capable of working independently while effectively collaborating across various departments.

• Experience in supporting manufacturing, foodservice equipment, distribution, or industrial sectors is a plus.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development