The Operations & Commercial Support Specialist provides cross-functional support across customer service, sales, engineering, product, purchasing, and warehouse operations within a wire and cable sales and distribution environment. Manages customer communications, supports order processing, and coordinates material and production requirements, while delivering technical and product-related assistance. Ensures accurate information flow between departments to support efficient operations and high customer satisfaction.
Customer & Order Fulfillment?
- Serve as a primary point of contact for customer inquiries, order status updates, and service-related requests.?
- Manage orders and change orders in customer portals.?
- Communicate and manage customer inquiries related to shipment tracking, invoicing and credit requests.?
- Process customer orders, changes, and returns in accordance with company policies and ERP procedures.?
- Investigate and resolve customer issues related to shipments, documentation, and product performance.?
- Maintain professional communication, manage all call center calls and ensure timely follow-up on all customer matters.?
?Sales Support?
- Locate and firm appropriate quotations and pricing proposals in Salesforce, determine product availability for customers and sales personnel.?
- Manage price discrepancies by routing quote requests via email and phone to the appropriate sales professional.?
- Assist with product availability and lead times based on customer requirements and available inventory.?
- Support sales by communicating discrepancies, managing shipping instructions, providing timely customer support, managing and communicating follow-up activities and needs.?
?Warehouse Coordination?
- Communicate order priorities, special handling requirements, and shipping instructions to warehouse personnel.?
- Verify inventory availability and coordinate with warehouse and purchasing teams to address shortages.?
- Assist with preparation and accuracy of shipping documentation, including specified shipping instructions and customs paperwork and certifications needed.?
- Coordinate with the warehouse all emergencies, same day deliveries from rate shopping, in transit communication and delivery follow up to both sales professional and customer.??
- Manage and resolve shipping/delivery issues as appropriate.?
- Support inventory control activities, validating available inventory and material lengths based on customer need.?
?Engineering Collaboration?
- Review and interpret engineering quotes and orders, determining new and recurring opportunities in Salesforce, validating drawing requirements, determining necessary technical documentation.?
- Communicate customer requirements on engineered orders for evaluation of custom or modified products.?
- Communicate with engineering regarding customer feedback related to timing of quote completion and drawing approvals.??
?Purchasing Support?
- Coordinate with purchasing availability of product from cable, components, custom cord-sets and engineered parts to determine appropriate lead times and communication to both the customer and sales?
- Communicate lead times based on material requirements, production schedules and inventory levels.?
- Resolve discrepancies related to pricing, quantity, or material quality in coordination with the purchasing team.?
?Product & Technical Coordination?
- Collaborate with the Product team in response to customers needs for? technical guidance on wire and cable construction, applications, ratings, and standards (UL, NEC, MIL-SPEC, etc.).?
- Assist customers and sales teams by utilizing the product teams to determine technical information, recommendations for product substitutions, lead times and pricing.?
- Vette product issues, installation questions, and performance concerns, coordinate with both sales and the customer to address their concerns.?
