Customer Support Specialist (CSS)

Job Summary:

Partner with our customers achieve improved business results by leveraging Controls Southern products and services. Primary focus is order management (order write up, order entry, expediting, etc.) Success will be measured in top line sales and gross margin growth, as well as customer loyalty. Duties include sales operations and customer daily phone support, providing accurate and timely day to day non project quotations, expanding sales via “value add” solutions and handling quote to cash order management. Establish and maintain total customer commitment to CSI and our principals.

Principal Duties and Responsibilities:

• Product and Service Customer Support
• Maximize gross margins and top line sales revenue of all deliverables in each sales opportunity.
• Collaborate with outside sales and Installed Base Services (IBS) personnel to develop all IBS proposals.
• Partners with customers, account managers and solutions architects to provide timely customer communications, required technical product application information and accurate non project related quotations.
• Provide quotes for all PSG “repairs/parts” orders.
• On project related proposals, run the DeltaV hardware and software Bill of Materials (BOM) developed by Solutions Architects through Symphony to ensure it is doesn’t have pricing discrepancies prior to proposal being sent to a
• Visit key customer accounts.
• Manage the purchase order process for assigned customers.
• Participate in post project award internal handoff meetings with Account Manager, Solutions Architect and Project Manager.
• Upon completion of a project, ensure that all hardware, software license and other associated product and services costs are in alignment with invoices and closed out.
• Coordinate receiving of all equipment on orders shipped into Control Southern for staging and facilitate appropriate storage of same within our warehouse until needed by project managers.
• Responsible for weekly and monthly reporting (i.e. weekly “open order”, monthly labor closing).
• Write up and submit necessary RMAs for
• Assist with the PSG past due accounts receivables reconciliation process as
• Manage invoicing and project expense process (i.e. contract, sub-contractor, etc.) including gathering necessary approvals and providing support documentation (i.e. time sheets, receipts, etc.)
• Organize Project BOM once received in Warehouse
• Coordinate material shipments to include expediting hardware and software deliveries as necessary.
• Schedule and attend Project Meetings as needed
• Maintain a list of all service contracts
• Manage monthly contract invoicing process

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Travel:

Occasional travel may be required.

Physical Demands:

• This is largely a sedentary role; however some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.
• Adequate hearing and speech/communication capabilities.

Qualifications:

• BS degree preferred. Minimum 5-7 years’ experience with use of computerized order entry, order processing and invoicing systems or similar/equivalent, along with Microsoft Office (Excel, Word, and PowerPoint), Microsoft Project and computer networks.
• Microsoft Office programs (i.e. Excel, PowerPoint, Outlook and Word).
• Working knowledge of CRM programs (i.e. Salesforce) preferable.
• Effective interpersonal and communication (oral & written) skills required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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