Customer Support Specialist

Clerical/General Clerical

Location Grand Prairie, Texas

Reports to:

Fräsch was founded with a vision to create beautiful, yet functional products that help reduce unwanted noise and elevate the acoustical properties of any space. Delivering on this vision with a wide range of custom and existing products formed from eco-friendly PET felt and premium felts. Fräsch is one of the elite companies of the Catalyst Acoustics Group, its parent company of acoustic, seismic, vibration and noise control companies that together, offer the broadest portfolio of noise control solutions in the market today.

Fräsch is seeking a Customer Support Specialist for our manufacturing facility in Grand Prairie, TX

Key Responsibilities

• Provide pleasant, speedy, and clear customer service to all customers about their orders and the next steps.
• Receive and evaluate all incoming orders and ensure error-free order processing.
• Communicate with engineering, get proper signoffs from customers, confirm stock levels, and make sure all required documentation is received and approved.
• Communicate any changes, lead times, and shipping information to the customer.
• Have a strong ability for decision-making and know when to escalate and pull additional resources to mitigate any issues when necessary.

General Overview:

We are currently searching for a Customer Support Specialist to join our sales department. As the Support Specialist, you will uphold the safety regulations of our company and supervise the production process to guarantee that all our products meet quality expectations. This candidate will perform product evaluations, record inspection results, and recommend improvements to the process. To excel in this role, applicants should demonstrate great attention to detail with technical and math abilities.

This position will be based out of Grand Prairie, TX.

Responsibilities:

• Work independently to accomplish visual and dimensional inspections.
• Provide pleasant, speedy, and clear customer service to all customers about their orders and the next steps
• Receive and evaluate all incoming orders and ensure error-free order processing
• Communicate with engineering, get proper signoffs from customers, confirm stock levels, and make sure all required documentation is received and approved.
• Effectively communicate any changes, lead times, and shipping information to the customer.
• Have a strong ability for decision-making and know when to escalate and pull additional resources to mitigate any issues when necessary.
• Recommend improvements to the customer experience.
• Document customer interactions with detailed reports and performance records.
• Work with the sales team to achieve world class customer service.
• Resolve customer related issues in a timely manner.

Educational/Experience Requirements:

• High school diploma or equivalent qualification.
• A minimum of 2 years’ experience in a similar role.
• Excellent math and technical skills.
• Ability to write and/or complete general work reports.
• Demonstrates excellent blueprint reading skills.
• Thorough understanding of the use and application of cosmetic, workmanship, packaging standards as would be used in the metal fabrication industry.
• Basic computer skills.
• Ability to use Microsoft Outlook, Word, Excel, Teams and Power BI, ERP/MRP CSI, and Adobe Acrobat Pro.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the 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 regularly required to stand, sit, walk, use hands to finger, handle, or feel, and reach with hands and arms. The employee is required to communicate with co-workers to be able to perform their duties and responsibilities successfully. Specific vision abilities are required to perform their duties and responsibilities successfully; examples include close vision, distance vision, computer/tablet screens, color distinction.

Work Environment:

The work environment described here are representative of those that an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position will have a base working schedule of Monday to Friday 8:00 – 5:00 Overtime and extended daily hours may be required depending on customer demand. The person working in this position will work out on the production floor daily in a warehouse environment. Always maintain company safety standards regarding required personnel protective equipment usage.

We offer excellent benefits to eligible employees, including 401(k), holidays, vacations and more. EOE Minorities/Females/Protected Veterans/Disabled.

Hours: 8 to 5

Schedule M-F

Fräsch offers a competitive benefits package which includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal and holiday), employee assistance programs, associate discounts, community involvement opportunities and much more.

Fräsch is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.

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