Customer Support Specialist

POSITION PURPOSE:

The Customer Support Representative provides excellent, proactive customer support across multiple accounts, solving problems as they arise and building strong business relationships through prompt, accurate service that promotes customer loyalty. This role processes customer orders submitted via EDI or email and resolves order issues (pricing, quantity, or date) in accordance with established company guidelines. The representative also serves as a knowledge resource for newer employees and provides backup coverage as workloads vary.

DUTIES, TASKS AND RESPONSIBILITIES:

• Answers phone calls, assists with customer inquiries, and redirects pricing or technical questions to the appropriate team.
• Processes customer orders submitted via EDI or email, and validates Order App details (Ship-To, material, and PO) before release.
• Verifies purchase order quantities and pricing, resolving discrepancies with the customer, Sales Account Manager, or Sales Manager per established guidelines.
• Researches and resolves EDI order errors, partnering with Leadership and IT as needed.
• Keeps customers informed of shipping dates, ETAs, and anticipated delays.
• Maintains, executes, and supports orders through 3rd party B2B portals.
• Works with OMF, Production, and Transportation to confirm product availability and transit for expedited deliveries.
• Assists with short shipments, missed pickups, and carrier delays, documenting issues (e.g., NCRs) as required.
• Works with Credit to release held orders and troubleshoots Customer Service, credit, and pricing blocks that prevent orders from advancing, notifying the Sales Account Manager as needed.
• Reviews telemetry and ANOVA monitoring reports and escalates potential run-outs or monitor issues.
• Reviews the daily Salesforce ticket report and follows up on open or pending tickets.
• Meets individual KPIs, including order accuracy, on-time performance, and ticket response time.
• Serves as a knowledge resource for team members and uses available tools and resources before escalating issues to management and/or IT.
• Other duties as assigned.

SKILLS, KNOWLEDGE AND ABILITIES:

• Associate degree in business or equivalent customer service experience; Bachelor’s preferred
• 2–3 years of customer service experience with Retail, OEMs, Fleet, and business-to-business customers
• Intermediate proficiency in Microsoft Word, Excel, Outlook, and Teams
• SAP and Salesforce experience highly preferred; familiarity with EDI, order entry systems, and Power BI a plus
• Strong interpersonal, phone, written, and verbal communication skills, with a proactive, team-oriented approach
• Ability to assess situations and make recommendations to resolve issues
• Ability to multi-task, prioritize workload, and manage multiple accounts in a fast-paced environment
• Reliable, accountable, and self-motivated; able to work independently and as part of a team

This opportunity offers a competitive benefits package including:

• Medical, dental, and vision coverage with wellness benefits
• Company-matching 401(k) plan
• Company-paid life insurance and accidental death & dismemberment benefits
• Company-paid identity theft insurance
• Company-paid disability
• Flexible spending and health savings accounts
• Company-paid employee assistance program
• Paid time off and paid holidays
• Additional benefits included: voluntary life insurance, legal benefits, critical illness, accident insurance, hospital indemnity insurance, and pet insurance

Old World Industries is among the largest privately held companies competing in the automotive aftermarket today. Built upon a 50-year history of ingenuity, the Northbrook, Illinois-based company is transforming the automotive, commercial and chemical industries that keep the world moving forward. Old World’s brands include a full line of PEAK® Performance Automotive Aftermarket Products including Antifreeze/Coolant, Washer Fluid, Lighting and Wiper Blades; BlueDEF® Diesel Exhaust Fluid and Equipment; FINAL CHARGE® PRO-SERIES Heavy Duty Extended Life Coolant, Fleet Charge® SCA Precharged Heavy Duty Coolant and Thermal Charge® Heat Transfer Fluid.