Customer Service Support

About the Role

The Customer Service Support role is part of the Sales Operations organization and serves as a key liaison between customers, Inside Sales, Program Managers, authorized suppliers, and internal operations teams.

This is a customer-facing position responsible for supporting customers throughout the post-sales process, maintaining strong business relationships, and ensuring customer requests and orders are handled accurately and efficiently. Strong communication, organization, problem-solving, and customer service skills are essential to success in this role.

The ideal candidate is proactive, adaptable, detail-oriented, and eager to learn about the Information Technology industry, company processes, and go-to-market strategy.

Key Responsibilities

Customer & Stakeholder Support

• Build and maintain strong working relationships with customers, suppliers, Inside Sales, Program Managers, and internal operations teams.
  
• Serve as a key point of contact and liaison between customers and internal teams to ensure their needs are addressed promptly.
  
• Provide timely, professional, and accurate responses to customer inquiries and requests.
  
• Communicate regularly with cross-functional teams to support successful customer order fulfillment and resolution of issues.
  

Order & Post-Sales Support

• Manage post-sales order activities, including order modifications, vendor coordination, return authorizations, and material expediting.
  
• Coordinate with suppliers and vendors to address order-related concerns and ensure timely delivery of products and services.
  
• Assist with various customer requests and provide appropriate follow-through until resolution.
  
• Maintain accurate purchase order and order-related information throughout the process.
  
• Monitor customer requests and order activities to ensure deadlines and service expectations are met.
  

Process Improvement

• Identify opportunities to improve day-to-day processes, workflows, and tools.
  
• Recommend and implement actions that improve operational efficiency and customer experience.
  
• Stay informed about company processes, tools, go-to-market strategies, and developments within the Information Technology industry.
  

Team Collaboration

• Work closely with cross-functional teams to resolve customer and order-related issues.
  
• Contribute to a collaborative, high-performing team environment.
  
• Perform other duties and responsibilities as assigned.

Requirements

Qualifications

• Bachelor's degree preferred.
  
• 1–3 years of experience in Information Technology procurement, sales support, customer service, or a related field preferred.
  
• Experience with purchase orders (POs) and order management.
  
• Experience with Salesforce preferred.
  
• Knowledge of Oracle is a plus.
  
• Strong customer service and relationship-building skills.
  
• Excellent verbal and written communication skills.
  
• Highly organized with strong attention to detail.
  
• Proficient in Microsoft Office Suite, particularly Excel and Word.
  
• Ability to manage multiple priorities and adapt to changing business needs.
  
• Willingness and flexibility to work non-standard hours when required.
  

Key Competencies

• Customer-Focused: Demonstrates a strong commitment to providing excellent customer service and building positive relationships.
  
• Proactive: Takes initiative, anticipates needs, and follows through on tasks and customer requests.
  
• Adaptable: Comfortable working in a fast-paced environment and responding effectively to changing priorities.
  
• Organized: Able to manage multiple tasks, orders, and requests while maintaining accuracy.
  
• Collaborative: Works effectively with customers, suppliers, and cross-functional teams.
  
• Continuous Learner: Demonstrates a willingness to learn new technologies, processes, tools, and industry practices.
  
• Problem Solver: Takes ownership of issues and works proactively to identify appropriate solutions.