Customer Support Specialist

Position Title: Customer Support Specialist Reports To: Manager of Customer Service and Support Position Summary Provides frontline customer service support by responding to customer inquiries, processing basic orders, and delivering accurate information on products, pricing, and order status. Maintains customer records, supports order documentation, and escalates issues as needed to ensure timely, reliable, and positive customer experiences. Responsibilities include, but are not limited to, the following: Respond to customer inquiries via phone, email, and chat. Provide product information, pricing (price book), and lead times. Process and log customer orders accurately. Set up new customer accounts and maintain accurate records. Manage the customer service email inbox and web order issues. Provide tracking information, shipping dates, invoices, and required documentation. Log and escalate customer complaints or issues as needed. Skills & Qualification Strong verbal and written communication skills. Basic ERP/CRM proficiency or willingness to learn. Excellent time management and attention to detail. Ability to multitask in a fast-paced office environment. Marginal Functions None identified. Physical Demands Office-based, sedentary position. Prolonged sitting and frequent computer use. Occasional lifting of office materials up to 10 lbs. Position Qualifications High school diploma or equivalent. Knowledge of manufacturing and quality control preferred. No prior experience required. General Quality System Knowledge Understand MOCAP’s Quality Policy Statement and its relevance to your role. Access and reference Quality System manuals as needed. Identify where Quality Objectives and Targets are posted and monitor departmental performance. Maintain regular attendance in accordance with MOCAP policy.