Q-PAC · 4 hours ago
Customer Support Specialist II
St Augustine, FL
Full-time
Onsite
Entry, Mid Level
2+ years expQ-PAC is a company focused on providing excellent customer service and support. The Customer Support Specialist II plays a crucial role in ensuring seamless communication and order processing between customers and various departments, while also fostering strong relationships to maintain customer trust.
Industrial EngineeringIndustrial ManufacturingManufacturing
Responsibilities
Deliver responsive, reliable customer support that builds trust and fosters relationships (~35%)
Serve as primary support contact for customer inquiries about products, pricing, order status, and availability
Proactively identify and independently resolve issues such as quote vs. PO mismatches, shipment updates, or missing documentation
Provide professional, empathetic service that reinforces customer trust and reflects Q-PAC’s customer-first values
Manage order processing and fulfillment accuracy (~30%)
Enter and manage orders through the full lifecycle from quote to shipment, ensuring accuracy in pricing, product selection, and documentation
Collaborate interdepartmentally to ensure timely fulfillment, accurate billing, and proactive communication
Track and confirm deliveries to preempt and address any delays or discrepancies
Collaborate with Sales, Product Support and Production teams to deliver an excellent customer experience (~20%)
Partner with Sales, Business Development and Product Support teams to manage customer accounts and ensure smooth handoffs between teams and departments
Update customer information, document customer feedback, and ensure accurate ticket documentation
Prepare quotes, reports, and documentation that support both new and existing customer relationships
Help to continuously strengthen how we work together by sharing insights and recommending improvements (~15%)
Identity and share customer feedback, recurring issues, process challenges, and improvement ideas with leadership
Document recurring issues and propose process updates that enhance accuracy and efficiency
Collaborate cross-functionally to champion consistency in communication and customer experience
Qualification
Required
High school diploma or equivalent required; associate degree or equivalent experience preferred
2-4 years of experience in customer service, sales support, or order processing, preferably in a manufacturing or technical environment
Proficiency using ERP and CRM tools (Salesforce, Hubspot, Monday.com, and Accumatica experience a plus)
Experience collaborating with multiple departments, such as Sales, Operations, and Finance
Demonstrated ability to stay organized and accurately manage multiple priorities in a fast-moving environment
Strong interpersonal skills and a proactive, solutions-oriented mindset
Strong customer focus with the ability to build rapport, field nuanced requests, and deliver responsive, reliable support
Skill in anticipating issues and independently resolving discrepancies before they escalate
Comfort prioritizing shifting priorities and maintaining a solutions-oriented mindset
Proficiency in order entry, documentation accuracy, and follow-through across teams
Effective written and verbal communication across digital and in-person channels
Commitment to learning, seeking feedback, and continually building product/process knowledge
Must be able to work at a desk and on a computer for extended periods
Must be able to lift, carry, and transport materials up to 25 pounds occasionally
Must be able to effectively exchange information in person, in writing, over the phone, and through digital platforms
Must be able to travel domestically as needed, up to 10% of the time
Benefits
Low-cost medical, dental, and vision
Employer-paid life insurance and short-term disability
401k match
Additional voluntary benefits
Education Assistance
Regular company events on-site and off-site
Company
Q-PAC
Q-PAC is the most technologically sophisticated and one-of-a-kind commercial air handling unit fan system product line.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Kevin VanDyke
Chief Financial Officer
Recent News
Seattle TechFlash
2025-08-15
2025-06-11
Google Patent
2024-11-29
Company data provided by crunchbase