Customer Support Specialist

Category Sales Job Location Willingboro, NJ, US Position Type Full-Time/Regular JOB SUMMARY The Customer Support Specialist is responsible for managing high-volume inbound customer inquiries received through shared sales and customer support email queues. This role is critical to reducing customer response times, improving service levels, and ensuring a professional customer experience across all interactions. This is a fast-paced, email-focused operational support role that requires strong written communication, organization, urgency, and attention to detail. The Customer Support Specialist will triage customer requests, respond to routine inquiries, route complex matters to the appropriate teams, and maintain accurate documentation of customer interactions. The ideal candidate is customer-focused, adaptable, process-oriented, and comfortable working within performance metrics in a high-volume operational environment. ESSENTIAL DUTIES AND RESPONSIBILITIES The essential duties and responsibilities listed below are representative of the position and may be modified from time to time. Other duties, tasks, and work may be assigned. Monitor and respond to inbound customer email inquiries within established service level agreements (SLAs) Provide professional, accurate, and timely written communication to internal and external customers Triage customer requests and route technical, pricing, logistics, or escalated matters to the appropriate department or team member Support shared inbox management and backlog reduction initiatives Prioritize customer inquiries based on urgency, impact, and operational requirements Maintain accurate records of customer interactions, updates, and resolutions within company systems Identify trends, recurring customer concerns, or workflow gaps and escalate appropriately Collaborate cross-functionally with Inside Sales, Customer Service, Procurement, Operations, Technical Support, and other internal teams to resolve customer issues Follow established company processes, workflows, and communication standards Maintain confidentiality of sensitive customer and company information Assist with special projects, operational initiatives, and workflow support as assigned Support overtime, weekend, or surge coverage initiatives during periods of elevated customer demand Maintain professionalism and responsiveness while working in a high-volume, deadline-driven environment Participate in training, coaching, and continuous improvement initiatives Utilize company systems, CRM tools, ticketing platforms, and AI-assisted workflow tools as introduced by the business Demonstrate behaviors aligned with Radwell’s ACE IT values: Accountability, Collaboration, Excellence, Integrity, and Transformation METRICS Performance will be evaluated using operational, quality, attendance, and behavioral metrics, including but not limited to: Average customer response time Email throughput and productivity volume Backlog reduction contribution Accuracy and quality of customer communication Schedule adherence and attendance reliability Escalation accuracy and resolution quality Compliance with established processes and procedures Customer satisfaction and service quality indicators Team collaboration and responsiveness Participation in continuous improvement efforts Specific goals and benchmarks may be modified based on operational business needs. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. High school diploma or equivalent required; associate’s degree or prior customer support, inside sales, or administrative experience preferred 1–3 years of experience in a customer service, customer support, inside sales, order processing, or high-volume operational environment preferred Strong written and verbal communication skills with the ability to communicate professionally and clearly across multiple channels Ability to manage a high volume of emails, requests, a…