The primary responsibilities of the Customer Support Coordinator are to provide support to
customers, sales engineers, representatives/distributors and affiliate/commissionaire offices
with regard to non-technical inquiries relating to equipment/service quotations, orders and
Essential Duties and Responsibilities:
• Provide worldwide customer support via telephone, e-mail, and/or fax, for sales,
services and order processing
• Issue quotations for equipment and services and accept purchase orders for review and
processing within the Sales Tracking System and Order Entry System
• Conduct comprehensive contract reviews in support of all customer related order
requirements to ensure compliance with customer requests as well as established ISO
• Provide support when necessary for customers that require special products by working
with the manufacturing/R&D departments to request special sheets in support of
• Provide support to customers, sales engineers, representatives/distributors and
affiliate/commissionaire offices with regard to order status during manufacturing and
• Complete Representatives/Certifications and/or Bidder’s List applications when required
by a quotation or formal request for proposal
• Coordinate activities relating to material returns for repair, replacement or restocking
purposes and provide support to customers and in-house personnel accordingly
• Coordinate requests for new product setup within the Order Entry System by initiating
the required workflow in support of a customer purchase order request
• Establish new customer profiles by working with Finance with regard to customer
payment terms, tax requirements, credit card payments, etc. as well as maintaining
current customer profiles
• Maintain awareness of current price structures and discounting policies to ensure orders
are quoted and processed according to standard policies and procedures
• Maintain a familiarity with and basic knowledge of all ORTEC products
• Provide support to the Customer Support Manager
• Other tasks as required/assigned
MUST BE A US CITIZEN :The US Citizenship requirement relates specifically to the position having access to export controlled and ITAR controlled technology and the potential requirement of having this position transition to a Specialist level at a later date. A Specialist is a role that can potentially be a backfill for the Customer Support Manager position who presently holds a DOD clearance and is an empowered official with the Department of State for export licensing purposes.
EDUCATION and/or EXPERIENCE:
One year certificate from college or technical school; or one year to 18 months related experience and/or training;
or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and
procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before
groups of customers or employees of the organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area,
circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of possible solutions in situations where only limited
standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule
CERTIFICATES, LICENSES, REGISTRATIONS:
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand, walk, reach with
hands and arms and stoop, kneel, crouch, or crawl. The employee is frequently required to sit, use
hands to finger, handle or feel and talk or hear. The employee must frequently lift and/or move up
to 25lbs. Specific vision abilities required by this job include close vision.
While performing the duties of this job, the employee is occasionally exposed to risk of radiation. The
noise level in the work environment is usually moderate.
Proficiency with advanced computer software programs is a plus. At a minimum, a working
knowledge of Microsoft Office suite is required which includes, Word, Excel, Access, and
Powerpoint. A working knowledge ofOutlook is also required as well as the ability to learn
data entry specific software programs. A familiarity with the World Wide Web browsing and
navigation is required as well as the ability to efficiently send and receive e-mail in large
volumes. The ability to become familiar with and identify the ORTEC, Sunpower and Scientific
Instruments equipment and instrumentation will be necessary.
COMMENTS. Include any other information that will aid in the preparation of an accurate
description of this job.
Personal attributes of the individual for this position must comprise of a positive and
motivational approach to projects, ability to communicate effectively with people, excellent
Page 3 of 3
organizational and good prioritization skills, the flexibility to accept and, when necessary,
promote change and the ability to learn new things quickly.
We are an Equal Opportunity Employer and do not discriminate against
any employee or applicant for employment because of race, color, sex,
age, national origin, religion, sexual orientation, gender identity,
status as a veteran, and basis of disability or any other federal,
state or local protected class.
Operate Cash Register
Identify Customer Need
Resolve Customer Issue