About this role
About the Role The Customer Support Specialist plays a critical role in delivering an exceptional end-to-end customer experience for Precision Technology products. This role serves as a central coordinator across operations, supporting customers and internal stakeholders from order placement through delivery and post-sale support. Acting as a key connection point across sales, operations, logistics, and technical teams, this role ensures seamless order execution, proactive communication, and timely issue resolution. This position is based at our office in Sioux Falls, SD, and offers a hybrid work schedule with three (3) days in-office and two (2) days remote each week. What You'll Do
- Provide end-to-end support for customer orders, from entry through delivery
- Respond to customer inquiries related to lead times, order status, shipping updates, and tracking
- Serve as a primary point of contact for both internal teams and external customers
- Returns & Issue Resolution: Manage the full administrative return (RMA) process; Take ownership of customer complaints and drive resolution to completion; Coordinate cross-functional teams to quickly address and resolve issues
- Sales Operations Support: Support commercial activities including trade-in programs and promotional initiatives; Assist with quoting and order coordination with parts and sales teams; Provide support for customer and dealer portals
- Product & Software Support: Manage and deliver software licenses, subscriptions, and product unlocks; Support product lifecycle activities and ensure accurate product availability and transitions
- Process Improvement: Identify and drive continuous improvement initiatives across order flow, returns, and response times
- Lean Process Improvements: Contribute to lean process improvements to enhance efficiency and customer satisfaction
- Track and follow up on claims and operational performance metrics