Customer Support Specialist

Job Summary

The Customer Support Specialist serves supports the customer service team by owning all data management within the department. This role requires working across multiple systems to ensure accurate, timely, and complete customer records, as well as acting as a liaison between Customer Service and other departments—particularly Operations and Finance—to ensure seamless order processing, issue resolution, and process improvements.

Essential Job Functions *

Customer Support

• Respond to customer inquiries via phone, email, and other channels in a timely, professional, and solution-oriented manner.
• Manage escalations and coordinate with relevant internal teams to resolve customer issues quickly and effectively.
  
  

Data Management

• Own and maintain all customer service-related data across multiple platforms and databases, ensuring accuracy, completeness, and compliance with company standards.
• Monitor and update customer accounts, order information, and service records in real time.
• Identify and correct data errors, inconsistencies, and duplications to maintain data integrity.
• Generate, analyze, and distribute customer service reports and performance metrics as needed.
  
  

Cross-Functional Liaison

• Serve as the primary point of contact between Customer Service and Operations, Finance, and other relevant teams to facilitate information sharing and collaborative problem-solving.
• Partner with Operations to address product availability, order fulfillment, and logistics-related inquiries.
• Work with Finance to reconcile billing discrepancies, process credits/debits, and resolve payment-related concerns.
• Collaborate on cross-departmental projects aimed at improving processes, customer experience, and operational efficiency.
  
  

Systems & Process Improvement

• Work in multiple systems, such as CRM platforms, ERP software, ticketing tools, and reporting dashboards, to manage and track customer data and interactions.
• Identify opportunities to streamline workflows, enhance data accuracy, and improve system usage.
• Support training and documentation of processes for the Customer Service team
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
  
  

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• Secondary education or higher; or equivalent work experience in customer service, data management, or a related field.
• 3+ years of experience in a customer support or service role, preferably in a multi-system environment
• Experience managing and analyzing data with strong attention to detail.
  
  

Competencies – Knowledge, Skills, And Abilities

• Prior cross-functional collaboration experience is an asset.
• Strong customer service orientation with excellent communication skills (verbal and written).
• Proficiency in CRM, ERP, and/or database systems; advanced MS Excel skills preferred.
• Exceptional organizational and problem-solving abilities.
  
  

Operational Equipment

• N/A
  
  

Work Environment and Physical Demands

Work Environment

Office Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.

Physical Demands

Office Sedentary.

The Hillman Group is an Equal Employment Opportunity and Affirmative Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.