Customer Support Adminstrator

Job Title: Customer Support Administrator
Department: Service Location: Golden,CO,US

Reports To: Global Customer Support Manager
FLSA Status: Non-Exempt
Position Summary
This role is responsible for delivering high-quality customer support to both external customers and internal teams, ensuring smooth day-to-day operations. Key duties include preparing and managing customer quotations, processing orders accurately, and coordinating scheduling for services, deliveries, and support activities.
The position involves responding to customer enquiries, resolving issues efficiently, and providing clear guidance on products, services, and order status. It also includes liaising with internal departments to ensure timely fulfilment, maintaining accurate records within internal systems, and supporting administrative processes related to sales and service operations.
Additionally, the role supports internal staff with operational queries, helps maintain effective workflows, and ensures all customer interactions are handled professionally and in line with company standards. Strong communication skills, attention to detail, and a customer-focused approach are essential to deliver excellent service and maintain high levels of customer satisfaction.

Essential Duties and Responsibilities
Direct Customer Communication in all project stages, including first point of contact.
Needs assessment of customer's needs and following this through project stages.
Case Management
Gathering Customer information and managing account set up process.
Collaborating with other Customer Experience departments, to enhance overall customer experience.
Escalating Issues / complaints where necessary.
KPI Achievement
Relationship management with customers.
Service Visit Quotation Management inclusive of service contacts.
Service Visit Order Management
Service Visit Scheduling alongside field service manager
Quoting parts post service visit & obtain purchase orders
Purchase Requisition Management
Stock and Inventory control for Engineers
Invoice Management.
Assisting with the Customer Support Help Desk by Call Handling, Engineer scheduling and coordination, Job number allocation and control.
This position will work very closely, and in the first instance, report to the UK Customer Service Office Manager
This position will always work within the Companies QMS procedures and processes.

Qualifications & Skills
Experience of working in a customer facing role.
Experience in using Microsoft Software.
Experience on Quickbooks is preferred.
Experience of scheduling field service engineers.
Excellent communication Skills verbal and written.

Other Duties
Duties may be modified as business needs require