Customer Support Administrator

#LI–Skilled–01
Now Hiring: Direct Hire Customer Support Administrator in Golden, CO

Position Summary

This role is responsible for delivering high-quality customer support to both external customers and internal teams, ensuring smooth day-to-day operations. Key duties include preparing and managing customer quotations, processing orders accurately, and coordinating scheduling for services, deliveries, and support activities.

The position involves responding to customer inquiries, resolving issues efficiently, and providing clear guidance on products, services, and order status. It also includes liaising with internal departments to ensure timely fulfillment, maintaining accurate records within internal systems, and supporting administrative processes related to sales and service operations.

Additionally, the role supports internal staff with operational queries, helps maintain effective workflows, and ensures all customer interactions are handled professionally and in line with company standards. Strong communication skills, attention to detail, and a customer-focused approach are essential to deliver excellent service and maintain high levels of customer satisfaction.

Essential Duties and Responsibilities

• Direct customer communication in all project stages, including serving as the first point of contact.
• Assess customer's needs and follow through project stages.
• Manage cases effectively.
• Gather customer information and manage the account setup process.
• Collaborate with other Customer Experience departments to enhance overall customer experience.
• Escalate issues/complaints where necessary.
• Achieve KPIs.
• Manage relationships with customers.
• Oversee service visit quotation management, inclusive of service contracts.
• Manage service visit orders.
• Schedule service visits alongside the field service manager.
• Quote parts post-service visit and obtain purchase orders.
• Manage purchase requisitions.
• Control stock and inventory for engineers.
• Manage invoices.
• Assist with the Customer Support Help Desk by handling calls, scheduling engineers, coordinating, and controlling job numbers.
• Work closely with, and report to, the UK Customer Service Office Manager.
• Always work within the company's QMS procedures and processes.

Qualifications & Skills

• Experience working in a customer-facing role.
• Experience using Microsoft Software.
• Experience with QuickBooks is preferred.
• Experience in scheduling field service engineers.
• Excellent verbal and written communication skills.

Other Duties

Duties may be modified as business needs require.

About Golden, CO: Nestled in the foothills of the Rocky Mountains, Golden is known for its beautiful scenery, outdoor recreational opportunities, and vibrant community life. It offers a unique blend of small-town charm and access to the amenities of the Denver metropolitan area.