Product Support Specialist

Job Title: Product Support Specialist

Location (City, State): Allen, TX

Work Schedule: Monday – Friday | 8:00 AM – 5:00 PM

Type of Employment: Direct Hire

Compensation: $22.00 - $25.00 / hour

Industry: Manufacturing / Building Materials

Benefits: This position is eligible for a comprehensive benefits package, including health, retirement, and additional employee benefit offerings.

Job Description:

Addison Group is partnering with our client to hire two Product Support Specialists to join their customer support and sales operations team. This position serves as a key point of contact for distributors, sales representatives, and customers by providing product guidance, processing orders, and ensuring a seamless customer experience throughout the sales cycle.

The ideal candidate will have experience supporting technical or industrial product lines, managing customer inquiries, and working within ERP and CRM systems. This is an excellent opportunity for someone who enjoys balancing customer service, sales support, and order management responsibilities in a fast-paced environment.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and other communication channels, ensuring timely resolution of questions and concerns.

• Assist sales personnel by providing product information, pricing details, lead times, and order status updates.

• Recommend appropriate product solutions based on customer requirements and application needs.

• Enter, review, and manage customer orders with a high degree of accuracy while maintaining ownership throughout the order lifecycle.

• Utilize CRM and business systems to document customer interactions, track opportunities, and maintain account records.

• Monitor inventory availability and production information to provide accurate delivery expectations and shipment timelines.

• Coordinate with internal departments to resolve order discrepancies, product questions, and service-related issues.

• Support ongoing team coverage through cross-functional training and collaboration with colleagues.

• Maintain detailed records and ensure all customer transactions comply with company procedures and service standards.

Qualifications:

• High school diploma or equivalent required; Associate's degree or higher preferred.

• Previous experience supporting customers within manufacturing, industrial products, construction materials, wholesale distribution, engineering-related products, or similar industries.

• Demonstrated ability to discuss product offerings, identify customer needs, and recommend appropriate solutions.

• Experience entering and managing orders within an ERP platform such as SAP, Oracle, Infor, or similar systems.

• Working knowledge of CRM software; Salesforce experience is highly preferred.

• Strong customer service orientation with a commitment to delivering responsive and professional support.

• Excellent verbal and written communication skills, including the ability to explain technical information and pricing details clearly.

• Strong organizational skills with exceptional attention to detail and accuracy.

• Ability to analyze inventory and order information to communicate realistic lead times and customer commitments.

• Comfortable managing multiple tasks and competing priorities in a deadline-driven environment.

Preferred Qualifications:

• Associate's or Bachelor's degree.

• Experience working with Salesforce CRM.

• Familiarity with ERP order management systems.

• Knowledge of industrial, manufacturing, construction, or engineered product environments.

• Bilingual Spanish language skills are a plus.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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