Job Description

Job Description

Job Description

Job Title:

Customer Support Specialist

Job Family:

Customer Services

JOB SUMMARY

The Customer Support Specialist plays a key role in supporting the full commercial transaction cycle, including quoting, order entry, processing, fulfillment, customer service, and post-sales support. This position ensures timely and accurate input of sales orders and quotations, supporting the day-to-day operations of the company’s various product lines.

The role requires strong coordination with internal teams (Sales, Planning, Logistics, Finance, and Quality) and clear, proactive communication with customers to ensure customer satisfaction, operational efficiency, and alignment with Prolec-GE Waukesha, Inc. Components’ sales objectives.

Additionally, the Customer Support Specialist contributes to marketing and sales initiatives by maintaining strong client relationships, understanding customer needs, and helping drive long-term growth in product sales and customer engagement.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Support the CSS team with quoting, order processing, fulfillment, customer service, and warranty claim handling across various customer types and market segments, ensuring effective and timely execution.

• Create and manage customer-specific proposals for both standard and customized engagements.

• Ensure accurate and timely input of sales quotes and orders into SAP and/or CRM systems.

• Support the commercial team by focusing on specific product lines and market segments to optimize processing efficiency, maintain proper pricing/margin structures, and meet customer expectations.

• Provide excellent customer service and basic technical support as needed; engage with customers throughout the post-sales process.

• Maintain strong client relationships and develop a clear understanding of customer needs to support long-term growth in product sales and service satisfaction.

• Perform sales follow-up on previously submitted quotations and customer requests for product information.

• Assist marketing and commercial initiatives by supporting customer awareness campaigns, outreach activities, and other related efforts.

• Interface with internal departments (Sales, Planning, Logistics, Finance, Quality) and external stakeholders (customers and GE Grid Solutions representatives) to address day-to-day commercial issues.

• Follow up with Production to confirm delivery schedules; communicate lead times and pricing updates to internal and external customers.

• Attend weekly meetings with Sales and Production teams to review order status and align priorities.

• Work with the Quality team to help resolve warranty issues while maintaining strong customer relationships.

• Assist Accounts Receivable in following up on past-due invoices.

• Contribute to key projects and commercial initiatives led by the Customer Support Leader.

• Support import/export processing as assigned.

• Coordinate logistics and execution for customer-facing training events (e.g., catering, materials, venue, etc.).

• Ensure alignment with Prolec-GE Waukesha Components' sales goals and contribute to continuous improvement in customer satisfaction and operational excellence.

KNOWLEDGE, SKILLS & ABILITIES

• Excellent oral and communication skills
• General office skills, including Word and Excel
• Excellent planning, organizational, and time management skills
• Work efficiently under pressure and help motivate employees to meet demands
• Leading and supporting successful projects
• Strong presentation and negotiation skills

EDUCATION AND EXPERIENCE

Required Education / Experience

• High School diploma or equivalent required.
• 1–2 years of experience in customer service or sales, ideally in an industrial, utilities, or technical environment.
• Experience working with SAP and CRM systems (preferably Salesforce).
• Strong communication and interpersonal skills, both verbal and written.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficient in Microsoft Office Suite, especially Excel and Outlook.

Preferred Education / Experience

• BS/BA in related discipline (engineering, business, marketing, etc.)

• 3-5 years sales or customer service experience in related industry (industrial, oil, gas, utilities, etc.)

• 5+ years of successful experience in power systems and/or substation experience and successful demonstration of Principle Duties and Responsibilities as presented above.

CONTEXT

Reports To:

Customer Support Leader

Number of Staff:

0

Department:

Sales

FLSA Status:

Non-Exempt

Location:

Dallas

ADDITIONAL INFORMATION

Key Working Relationships

Functional Leaders: Engineering, Human Resources, Sales Operations, Sourcing, Operations

Physical Demands

Must be able to sit or stand for extended periods of time

Working Conditions

Shop-floor and office environment, located on large manufacturing campus

Prolec-GE Waukesha, Inc. is an equal opportunity employer and makes employment decisions without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, protected veteran status, or any other reason prohibited by applicable law.

Job Tags

Work at office,

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