Sales Operations and Customer Support Specialist

About This Role

Location

Aerosmith Fastening Systems, Indianapolis, IN

Reports to

Supply Chain and Customer Service Supervisor

Compensation

$23 \- $28 per hour plus quarterly attendance and quarterly sales team bonuses providing an additional $1200\-$5200 potential annually

Job Brief

Aerosmith is a profitable, privately held manufacturing company with more than 50 years of history. We are seeking a customer\-focused operations professional who wants to grow within in an organization with a history of stability and become a key member of a small, collaborative team.

This is not a scripted call\-center role. Internal and external customers often require answers that involve reviewing order history, freight information, pricing, inventory availability, production \& delivery schedules, and internal communications. Successful team members enjoy investigating problems, gathering facts, and making sound decisions when there is not an obvious answer.

This role sits at the center of our operation. You will interact with customers, sales, production, purchasing, and logistics teams daily. Your ability to identify issues early, communicate clearly, and coordinate solutions has a direct impact on customer satisfaction and company performance. Because we are a small, collaborative organization, team members have the opportunity to learn many aspects of the business and contribute wherever their skills can create value.

We value stability and are seeking someone interested in building a long\-term career with our company. Successful candidates are comfortable making decisions, prioritizing competing demands, and taking ownership of issues until they are resolved. We are looking for someone who can identify what needs to be done and act without requiring constant direction.

This role is likely a good fit if you

• Enjoy solving problems that do not have obvious answers.
• Would rather take ownership than pass issues to someone else.
• Notice discrepancies and investigate them.
• Can balance customer needs with company policies and operational realities.
• Like working with details and getting things right the first time.
• Take pride in being dependable.

This role is probably not a good fit if you

• Prefer highly scripted work.
• Become frustrated when priorities change.
• Need constant direction or supervision.
• Dislike investigating issues and following them through to resolution.

Desired qualifications and experience are as follows:

• High School Diploma or equivalent.
• Proven track record in providing exceptional customer service within manufacturing, industrial distribution, logistics, wholesale distribution, or related business environments.
• Strong understanding of manufacturing processes, product specifications, and order fulfillment procedures.
• Proficient in order entry, invoicing, freight coordination, and maintaining accurate price lists. Experience shipping HAZMAT or International shipping is a plus.
• Skilled at collaborating with sales, marketing, purchasing and production teams to ensure on\-time delivery and customer satisfaction.
• Excellent communication and interpersonal skills for building strong client relationships.
• Detail\-oriented with exceptional organizational skills and time management abilities.
• Comfortable using an ERP system, as well as Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Ability to handle multiple priorities in a fast\-paced environment while maintaining accuracy and efficiency.
• Demonstrated problem\-solving skills for resolving customer issues quickly and effectively.
• Dependable self\-starter who works well independently, and in a team setting.
• The physical abilities to do the work required. Standing for up to 8 hours, sitting for up to 8 hours, ability to lift 50 pounds, kneeling, bending, typing and accurate data entry.

Responsibilities include, but will not be limited to

• Serve as the primary point of contact for customer inquiries, orders, and service requests via phone and email.
• Process and manage customer orders from entry, shipment and through delivery, ensuring accuracy and timeliness.
• Prepare and issue invoices, shipping documents and order confirmations.
• Process Return Authorizations and Return Material Authorizations in compliance with company return policies.
• Oversee and coordinate the tool repair process from initiation to completion.
• Manage and distribute confidential pricing files.
• Maintain and update customer account information, including pricing, order history and contact details.
• Collaborate with sales, purchasing, and marketing teams. Assist with coordination and planning of trade shows and luncheons.
• Track and manage freight arrangements, ensuring cost efficiency and timely delivery.
• Resolve customer concerns and complaints promptly, escalating issues when necessary.
• Monitor and track price lists, applying updates as required.
• Provide product and service information, including specifications, availability, and lead times.
• Maintain accurate records and documentation in the ERP system.
• Support operational and administrative tasks to ensure smooth business operations.
• Work occasional overtime and participate in annual inventory processes.

Job Type: Full\-time

Pay: $23\.00 \- $28\.00 per hour

Benefits

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s)

• A customer says they were billed incorrectly. The invoice matches the purchase order, but the purchase order does not match the quote. What would be your first three steps?
• Describe a situation where you discovered an error that others had missed. How did you identify it and what did you do?

Shift availability

• Day Shift (Preferred)

Ability to Relocate

• Indianapolis, IN 46241: Relocate before starting work (Required)

Work Location: In person