Customer Support Specialist - Military Sales

Customer Support Specialist - Military Sales

Mainstream Engineering is searching for an experienced Customer Support Specialist that will serve as the daily point of contact between Mainstream Engineering and its existing customers. This will include direct government relationships as well as business to business relationships. These responsibilities require handling inquiries via email, phone, and through customer portals. Strong internal communication skills are necessary to address troubleshooting, manufacturing, quality, billing, quotations (systems and spares) and other issues that arise from manufacturing of technical products. The ability to be a pro-active problem solver, and represent Mainstream Engineering effectively, are critical to this role.

Typical Duties and Core Responsibilities:

Sales Support – actively managing Mainstream Engineering's line of military products, such as:

• Quotations for currently manufactured products and spares to DLA Tailor Logistic Support contract holders and direct sale to end users.
• Manage the online account with the Defense Logistics Agency and respond to requests for quotation on spare parts and spot-buys (outside of multi-year contracts) of manufactured systems.
• Support the quotation of new, emerging products, and associated spares

Customer Service – serve as the point of contact for customer inquiries through phone, email, customer portals, and in-person interactions. Be proactive in updating customers on status of orders, and effectively handling other inquiries that may occur, by engaging with internal functional departments.

Resolution – helping customers resolve issues by being their internal voice and engaging with internal stakeholders.

Account Management – this includes processing of orders and returns, online portal management, keeping updated customer records, and managing the customer deliverables in the CRM/MRP system. This will also require coordination of customer onsite visits from time to time.

Key Skills

• Effective Communication
• Problem Solving
• Technical Product Knowledge (understand the systems that are manufactured)
• Computer Proficiency: Windows Office applications, online based portals, CRM/MRP software

Requirements and Qualifications

• US Citizen
• High School diploma or equivalent; bachelor's degree preferred
• 2+ years of customer support or customer service experience
• Prior use of computer-based CRM/MRP tools (will train on Sage suite upon hire)
• Excellent communication skills
• Familiar with operating in an ITAR regulated environment

Mainstream Engineering Corporation is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics.