Customer Support Specialist in Wilmington, North Carolina at IKA-WORKS INC

IKA is seeking an on-site Customer Support Specialist to join our team. This role is responsible for delivering exceptional customer support including preparing quotes, entering orders, managing incoming calls and live chat, responding to customer emails, and providing pricing and delivery information for the Laboratory, Analytical, and Bioprocessing divisions. The ideal candidate will provide timely, professional service while helping strengthen relationships with our diverse customer base and supporting continuous improvement across all aspects of customer service.

• Provide exceptional customer support in both English and Spanish via phone, email, and live chat.
• Process customer quotations, orders, and order confirmations accurately within a 24-hour turnaround.
• Ensure all quote and order instructions are completed accurately and efficiently.
• Set up new customer accounts in the ERP system.
• Respond professionally to customer inquiries regarding products, pricing, availability, order status, and delivery schedules.
• Communicate accurate delivery information to customers and Account Managers.
• Route qualified sales opportunities to the appropriate Account Manager.
• Support the reception desk on a rotating schedule.
• Generate and manage return authorizations.
• Review and maintain weekly back-order reports, communicate shipping updates, and notify customers of any schedule changes.
• Maintain open communication with internal departments to ensure excellent customer service.
• Utilize company resources, product literature, website information, and internal expertise to assist customers.
• Develop and maintain knowledge of IKA products, equipment, and accessories.
• Support continuous improvement initiatives to enhance customer satisfaction, efficiency, and service quality.

• Bachelor's degree in Business Administration, Communications, or a related field preferred.
• Previous experience in customer service, inside sales, order entry, or quote generation preferred.
• Excellent verbal and written communication skills with the ability to build positive customer relationships.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to respond professionally to customer inquiries and resolve issues effectively.
• Strong analytical, problem-solving, and critical-thinking skills.
• Proficiency with Microsoft Office (Outlook, Word, and Excel).
• Experience with SAP or another ERP/manufacturing software is a plus.
• Ability to work collaboratively with cross-functional teams while maintaining a high level of customer satisfaction.