Customer Support Specialist

Role Overview

• Interpret architectural and construction drawings to produce & process accurate quotations, submittals and layout drawings; reviews project specifications to ensure product offering is in compliance
• Careful reproduction of floor plans into Hadrian software; may include supplemental AutoCAD drawings to understand the specification
• Learn and develop clear understanding of product knowledge in reference to Hadrian product offering (does Hadrian meet the customer’s specification needs?)
• Identify whether Hadrian offering meets codes in specific states in the US, such as ADA, AST, E84 and Fire Codes.
• Understand material and fabrication in relation to Hadrian’s ability meet custom Locker or Toilet Partition requests
• Proficiently navigates and maintains data in the JD Edwards ERP system to obtain order specific information about order status, ship dates and to process cases, credits & RMA
• Order management via JDE & PCN (company’s’ in house software) from order entry to post-shipment, including custom order entry and occasional AutoCAD drawings
• Effectively communicates and collaborates with engineering staff and production team to pursue and develop solutions to unique/custom projects using AutoCAD.
• Process and verify orders with a high level of accuracy; attention to detail is essential
• Daily and time sensitive review of orders on hold prior to releasing into production
• Ensure quality and accuracy of technical documentation, custom order entry and layout packages throughout the order lifecycle.
• Dedicated review of ETA’s; order statuses, shipment and freight quote requirements and coordination of Bills of Lading for pick up orders.
• Review Credit holds on orders; issue credits and RMAs as required.
• Provides effective customer and technical support; responds to calls and emails, meeting set Service Level Agreements to our sales agents and distributors; troubleshoots to resolve quality concerns for a wide range of products.
• Supports & collaborates with sales channel to deliver exceptional customer support.
• Effectively & proactively communicates with shipping, operations, engineering, accounting & IT teams to resolve issues and for improvement initiatives.
• Upon discovery, report system bugs to IT team.
• Expectation of daily display of professionalism, communicate with honesty and empathy to customers.
• Seek out and internalize feedback for continuous improvement both in your role and for the betterment of the department and Hadrian overall.
• Regularly display a willingness to collaborate and assist others on the customer service team; pivoting between business unit sectors & product lines when necessary.
• Assists in the development & implementation of department/company process changes and improvement initiatives.
• Contributes to the overall functioning of the team by maintaining awareness of emerging issues and sharing best practices, both internally and externally, and building effective working relationships across the team and company.

Requirements

• 3-5 years of experience in a Customer Service/account management-related role, preferably supporting a specialized or technical product
• Excellent communication skills – written and verbal
• Ability to multitask with excellent organizational skills
• Demonstrated initiative and attention to detail
• Proven problem solving ability to troubleshoot and think critically in order to successfully resolve issues
• Strong computer proficiency including MS Office suite (Outlook, Word, Excel, Power Point) & working in multiple systems simultaneously
• Ability to learn and master JD Edwards ERP, Project Center NEXT & AutoCAD
• Ability to learn, understand and interpret specifications, construction documents and blueprints
• Working knowledge of JD Edwards or other large ERP systems a strong asset
• Working knowledge of eCommerce and/or EDI an asset
• Working knowledge of FoxIt or Adobe Editor an asset
• Experience in a manufacturing environment an asset.

Tech Stack

• ERP

Benefits

• Competitive Salary
• Medical, Dental, Vision, LTD, AD&D, and Life Insurance
• Competitive vacation policy
• 12 Paid Holidays
• Annual Bonus Eligibility
• Educational Reimbursement
• DCPP with eligible matching
• Employee Stock Purchase Plan – purchase company stock at a discount!