JOB SUMMARY
The Customer Support Specialist is responsible for managing high-volume inbound customer inquiries received through shared sales and customer support email queues. This role is critical to reducing customer response times, improving service levels, and ensuring a professional customer experience across all interactions.
This is a fast-paced, email-focused operational support role that requires strong written communication, organization, urgency, and attention to detail. The Customer Support Specialist will triage customer requests, respond to routine inquiries, route complex matters to the appropriate teams, and maintain accurate documentation of customer interactions. The ideal candidate is customer-focused, adaptable, process-oriented, and comfortable working within performance metrics in a high-volume operational environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential duties and responsibilities listed below are representative of the position and may be modified from time to time. Other duties, tasks, and work may be assigned.
Monitor and respond to inbound customer email inquiries within established service level agreements (SLAs)
Provide professional, accurate, and timely written communication to internal and external customers
Triage customer requests and route technical, pricing, logistics, or escalated matters to the appropriate department or team member
Support shared inbox management and backlog reduction initiatives
Prioritize customer inquiries based on urgency, impact, and operational requirements
Maintain accurate records of customer interactions, updates, and resolutions within company systems
Identify trends, recurring customer concerns, or workflow gaps and escalate appropriately
Collaborate cross-functionally with Inside Sales, Customer Service, Procurement, Operations, Technical Support, and other internal teams to resolve customer issues
Follow established company processes, workflows, and communication standards
Maintain confidentiality of sensitive customer and company information
Assist with special projects, operational initiatives, and workflow support as assigned
Support overtime, weekend, or surge coverage initiatives during periods of elevated customer demand
Maintain professionalism and responsiveness while working in a high-volume, deadline-driven environment
Participate in training, coaching, and continuous improvement initiatives
Utilize company systems, CRM tools, ticketing platforms, and AI-assisted workflow tools as introduced by the business
Demonstrate behaviors aligned with Radwell’s ACE IT values: Accountability, Collaboration, Excellence, Integrity, and Transformation
METRICS
Performance will be evaluated using operational, quality, attendance, and behavioral metrics, including but not limited to:
Average customer response time
Email throughput and productivity volume
Backlog reduction contribution
Accuracy and quality of customer communication
Schedule adherence and attendance reliability
Escalation accuracy and resolution quality
Compliance with established processes and procedures
Customer satisfaction and service quality indicators
Team collaboration and responsiveness
Participation in continuous improvement efforts
Specific goals and benchmarks may be modified based on operational business needs.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
High school diploma or equivalent required; associate’s degree or prior customer support, inside sales, or administrative experience preferred
1–3 years of experience in a customer service, customer support, inside sales, order processing, or high-volume operational environment preferred
Strong written and verbal communication skills with the ability to communicate professionally and clearly across multiple channels
Ability to manage a high volume of emails, requests, and competing priorities in a fast-paced environment
Strong organizational skills and attention to detail with the ability to maintain accuracy under pressure
Demonstrated ability to prioritize work, problem-solve, and exercise sound judgment when escalating issues
Comfortable working within performance metrics, service level expectations, and productivity standards
Ability to learn and navigate multiple systems, platforms, and technologies efficiently
Proficiency in Microsoft Office Suite, including Outlook, Teams, and Excel; experience with CRM, ticketing, or ERP systems preferred
KNOWLEDGE & SKILLS REQUIRED
Examples listed below but customize accordingly to the specific position
Strong Computer proficiency
Ability to manage high-volume email queues and prioritize effectively in a fast-paced environment
Attention to detail and accuracy in written customer communications
Problem-solving ability—able to identify the appropriate resolution or escalation path for a wide range of customer inquiries
Comfort with digital tools including CRM platforms, email ticketing systems, and remote communication tools
EDUCATION & EXPERIENCE
High school diploma or GED required
Associate’s degree in Business, Communications, Customer Service, or a related field preferred
Minimum of 1 year of experience in customer service, inside sales support, administrative support, order processing, or a high-volume operational environment preferred
Experience working with shared inboxes, customer email queues, CRM systems, or ticketing platforms preferred
Experience in a manufacturing, distribution, technical service, or industrial environment is a plus
Previous experience working in a fast-paced environment with productivity and response-time expectations preferred
Equivalent combination of education, training, and experience may be considered in lieu of formal education requirements
CERTIFICATES, LICENSES, REGISTRATIONS
None required for this position.
PHYSICAL DEMANDS
The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Primarily works in an office or operational support environment
Requires prolonged periods of sitting and working on a computer
Frequent use of a computer, keyboard, mouse, telephone, and multiple software systems simultaneously
Must be able to read, analyze, and respond to high volumes of written communication and electronic information
Requires the ability to communicate effectively verbally and in writing
May occasionally be required to stand, walk, bend, reach, or lift office materials up to 15 pounds
Ability to maintain focus and productivity in a fast-paced, high-volume environment with frequent interruptions and shifting priorities
Ability to work flexible schedules, overtime, weekends, or holiday coverage as business needs require
Work may involve extended screen time and repetitive hand/wrist movement associated with computer usage
The noise level in the work environment is typically moderate and may vary depending on operational activity levels
Compensation
The recruiting base pay rate for this full-time position is $28.00-$38.00 per hour.
Within the base pay range, individual compensation is determined by job-related skills, experience, and relevant education or training.
WORK SCHEDULE
Employee | Schedule | Hours |
Person 1 | Sunday – Thursday | 8am – 5pm |
Person 2 | Monday – Friday | 8am – 5pm |
Person 3 | Tuesday – Saturday | 8am – 5pm |