Technical Support/Quotation Specialist

Position Overview
Join our team as a Technical Support/Quotation Specialist in the Customer Service/Inside Sales department located in Traverse City, MI. Known for its vibrant community and beautiful landscapes, Traverse City is an excellent place to live and work.

Summary

The Technical Support/Quotation Specialist is responsible for technical sales duties related to the internal sales function, including responding to inquiries from customers and potential customers regarding components and order entry.

Responsibilities

• Possess strong knowledge of the product line/brand, including pricing, delivery times, and promotions.

• Respond to customer requests for quotes (RFQs) and work with purchasing, production, and sales teams to ensure material costs and availability are accurate.

• Communicate with customers to provide information on proper product usage.

• Handle customer requests for replacing defective parts.

• Provide backup support for field service quoting and scheduling.

• Receive and respond to all customer inquiries, analyze requests, and resolve concerns while delivering excellent service and solutions.

• Answer incoming customer calls regarding order status, inventory availability, pricing, quotes, shipping, etc.

• Update orders and post changes related to partial shipments, price differences, and other adjustments.

• Authorize merchandise returns, issue credits, and prepare related documentation.

• Support Production and Sales Managers in meeting operational goals.

• Effectively communicate with internal teams to ensure customer satisfaction.

• Receive and process phone and email requests for purchase orders, order changes, and adjustments.

• Partner with the credit department to resolve disputed credit items.

• Provide timely feedback regarding service issues or customer concerns.

• Work closely with the sales team to exceed customer service expectations.

• Resolve client complaints and solve problems in a timely manner.

• Coordinate with production, shipping, warehouse, or carrier personnel to expedite or trace missing or delayed shipments.

• Use the company database to retrieve and provide relevant customer information.

• Document all phone and email correspondence in the company database.

• Perform other related duties as assigned by management.

Working Environment and Physical Demands

• Primarily office-based with occasional visits to manufacturing and test areas.

• Regular use of computers, phones, printers, and other office equipment.

• Occasional exposure to shop environments with potential noise, dust, odors, and fumes.

• Physical activities include typing, walking, sitting, bending, and stooping.

• Must be able to lift and carry up to 25 pounds occasionally.

• Occasional travel to customer or vendor sites (up to 10%).

Minimum Qualifications

• High school diploma or GED.

• Minimum of 2 years of customer service experience, preferably in a technical or sales support environment.

• Proficiency in Microsoft Office (Word, Excel, Outlook, etc.).

• Ability to multitask, prioritize, and manage multiple customer needs in a fast-paced environment.

• Strong phone, email, and written communication skills.

• Strong organizational and time-management skills.

• Ability to communicate professionally with customers, coworkers, and management.

• Ability to meet physical job requirements with or without accommodation.

Preferred Qualifications

• Experience with Epicor ERP or similar systems.

• Background in fluid power or hydraulic industries.

• Advanced knowledge of pricing strategies and quotation processes.

• Experience handling RFQs and managing customer quotations.

• Fluid Power Certification.

• Project management or related certification.

• Additional sales or technical certifications.

Competencies

• Attention to Detail: Ensures accuracy in quotations, orders, and documentation.

• Customer Focus: Dedicated to providing exceptional service and building long-term relationships.

• Problem Solving: Effectively resolves customer and internal issues.

• Adaptability: Responds well to changing priorities and business needs.

• Teamwork: Collaborates effectively with cross-functional teams.

• Technical Proficiency: Understands technical products and communicates concepts clearly.

• Time Management: Manages workload efficiently to meet deadlines.

Behaviors Required

• Proactive: Anticipates customer and business needs.

• Customer-Centric: Consistently prioritizes customer satisfaction.

• Accountable: Takes ownership of responsibilities and outcomes.

• Collaborative: Works well with others to achieve shared goals.

• Resilient: Maintains composure under pressure.

• Results-Oriented: Strives to meet or exceed goals.

Training Requirements

• ISO 9001 and QMS process training.

• Safety and compliance training programs.

• ERP and project-management system training.

• Customer communication and negotiation training as required.

Personal Protective Equipment (PPE)

• Safety glasses, steel-toe shoes, and hearing protection in production or test areas.

• Additional PPE as required by specific environments.

Why Join Us

As a leader in high-performance industrial solutions, the company offers a collaborative environment focused on innovation, efficiency, and reliability. Employees are empowered with ownership of their work and supported through professional development and continuous improvement. The employer operates under an at-will employment model.