Job Description
Job Title: Business Support Specialist – Industrial Division Job Description The Business Support Specialist serves as the primary point of contact for industrial and OEM customers, managing the full lifecycle of customer orders while delivering high-quality service and technical support. This on-site role in the Birmingham/Bessemer, AL office focuses on building strong customer relationships, accurately processing and tracking orders, supporting the sales team, and proactively identifying opportunities to improve customer satisfaction and operational efficiency. The position is ideal for a detail-oriented professional with experience in industrial, manufacturing, or technical environments who is looking to build a long-term career. Responsibilities Serve as the primary point of contact for industrial and OEM customers across multiple sectors, ensuring a professional and responsive customer experience. Build and maintain strong, long-term customer relationships that promote loyalty, repeat business, and satisfaction. Proactively identify opportunities to support customer operations and promote appropriate product solutions based on customer needs. Maintain accurate and detailed customer information, activity records, and interactions within the CRM system. Respond promptly and professionally to customer inquiries via phone, email, and other communication channels. Provide accurate quotes and pricing, process customer orders, and confidently answer product and application-related questions. Translate customer technical requirements into effective product recommendations by leveraging industrial or technical experience. Monitor and, where applicable, communicate account receivables and payment status, including basic collections and A/R follow-up as needed. Accurately enter and manage orders using WebERP and other internal platforms, ensuring all data is complete and correct. Confirm pricing, terms, lead times, and product details to support error-free order fulfillment and reduce order discrepancies. Coordinate with logistics and production teams to ensure timely shipment, delivery, and resolution of any fulfillment issues. Manage the entire lifecycle of an order, from entry through fulfillment, tracking progress, and providing status updates to customers and the sales team. Identify, suggest, and support process improvements that enhance order flow, data accuracy, and overall customer satisfaction. Collaborate closely with sales engineers, outside representatives, and corporate personnel to deliver seamless service and support. Coordinate across departments to resolve customer or order issues quickly, efficiently, and with clear communication. Support territory managers and participate in projects that promote customer engagement, retention, and revenue growth. Maintain a positive, solutions-oriented attitude in all internal and external interactions, even during busy or repetitive periods. Communicate clearly, concisely, and respectfully with customers and colleagues across different teams and time zones. Interact confidently with customers and internal sales teams, providing updates, clarifying requirements, and addressing concerns. Handle both slow and high-volume periods effectively by prioritizing tasks, managing multiple responsibilities, and staying organized. Demonstrate a willingness to learn, accept feedback, and learn from mistakes to continuously improve performance. Treat the position as a long-term career opportunity by taking ownership of responsibilities and seeking ongoing development. Perform accurate data entry related to customer accounts, orders, pricing, and product details. Participate in training programs, mentorship opportunities, and professional development activities to enhance technical and customer service skills. Essential Skills At least 2 years of experience in an industrial, manufacturing, or technical sales/service environment, such as process equipment, fluid handling, spray technology, or related fields. Proven experience in customer service or customer support, preferably with industrial or manufacturing customers. Strong organizational skills with a high level of attention to detail in order entry, documentation, and follow-up. Ability to manage multiple priorities simultaneously and work independently once trained. Proficiency with Microsoft Office, especially Excel and Outlook, for daily communication and data management. Excellent verbal and written communication skills for interacting with customers, sales teams, and internal departments. Comfort interacting with customers and internal sales