Customer Support Specialist

JOB SUMMARY

The Customer Support Specialistis responsible formanaging high-volumeinboundcustomer inquiries received through shared sales and customer support email queues. This role is critical to reducing customer response times, improving service levels, and ensuringa professionalcustomer 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 theappropriate teams, andmaintainaccuratedocumentation 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 bemodifiedfrom time to time. Other duties, tasks, and work may be assigned.

1. Monitor and respond to inbound customer email inquiries within established service level agreements (SLAs)

2. Provide professional,accurate, andtimelywritten communication to internal and external customers

3. Triage customer requests and route technical, pricing,logistics, or escalated matters to theappropriate departmentor team member

4. Support shared inbox management and backlog reduction initiatives

5. Prioritize customer inquiries based on urgency, impact, and operational requirements

6. Maintainaccuraterecords of customer interactions, updates, and resolutions within company systems

7. Identifytrends, recurring customer concerns, or workflow gaps and escalate appropriately

8. Collaborate cross-functionally with Inside Sales, Customer Service, Procurement, Operations, Technical Support, and other internal teams to resolve customer issues

9. Follow established company processes, workflows, and communication standards

10. Maintain confidentiality of sensitive customer and company information

11. Assistwith special projects, operational initiatives, and workflow support as assigned

12. Support overtime, weekend, or surge coverage initiatives during periods of elevated customer demand

13. Maintain professionalism and responsiveness while working in a high-volume, deadline-driven environment

14. Participate in training, coaching, and continuous improvement initiatives

15. Utilize company systems, CRM tools, ticketing platforms, and AI-assisted workflow tools as introduced by the business

16. 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 bemodifiedbased 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 tomaintainaccuracy 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

• Proficiencyin 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 Computerproficiency

• 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 toidentifytheappropriate resolutionor 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 GEDrequired

• 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 ina manufacturing, distribution, technical service, or industrial environment is a plus

• Previousexperience 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

Nonerequiredfor this position.

PHYSICAL DEMANDS

The physical demands and work environment characteristics described here are representative of those an employee mayencounterwhile performing the essential functions of this position. Reasonableaccommodationsmay be made to enable individuals with disabilities to perform the essential functions.

• Primarilyworksin 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 berequiredto stand, walk, bend, reach, or lift office materials up to 15 pounds

• Ability tomaintainfocus 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