Customer Support Lead

Essential Functions: 

Safety: 

Embrace the values of the Enpro safety pledge in each of the responsibilities below. Participate in the organization’s safety culture and aim to continuously improve safety within all aspects of your work.  

Respect: 

Foster a work environment that promotes mutual respect of all colleagues and creates an environment focused on a dual-bottom line. 

Excellence: 

Promote the Sealing Technologies and Enpro culture around creating value and driving excellence in our organization by:  

• Support assigned product lines and support inside sales activities in alignment with business and customer service objectives. 

• Serve as the primary customer contact for quotations, orders, deliveries, returns, credits, and general inquiries. 

• Prepare and process customer quotations and orders in the ERP system, including pricing, approvals, audits, RMAs, billing adjustments, and credits. 

• Coordinate internally with sales, production, supply chain, quality, and finance to ensure accurate and timely order fulfillment. 

• Communicate proactively with customers regarding order status, delivery schedules, changes, expedited requests, and non‑standard requirements. 

• Manage customer and prospect accounts, including required documentation and visual/export compliance screenings as needed. 

• Manage CRM tools, customer portals, open order reports, and customer performance metrics. 

• Resolve customer complaints and escalation issues and support continuous improvement initiatives. 

• Ensure compliance with applicable quality standards, export control regulations, and company policies throughout the order‑to‑cash process. 

• Meet established performance expectations related to quote turnaround time, order accuracy, customer responsiveness, and documentation. 

• Maintain accurate and complete records of customer communications, orders, and internal documentation. 

• Participate in customer meetings, operational reviews, training, safety initiatives, and other duties as required. 

• Minimal travel expectations as needed for customer visits.   

Job Competencies & Qualifications: 

• Cross‑functional coordination with but not limited to sales, supply chain, production, Finance, Engineering and Quality. 

• Strong customer relationship management and issue resolution skills 

• Professional written and verbal communication skills 

• Strong organizational skills; ability to manage multiple priorities in a fast‑paced environment 

• High attention to detail, accountability, and sense of urgency 

Requirements: 

• High school diploma/GED required. 

• 5+ years of experience in customer operations, inside sales, or sales operations within a manufacturing or industrial environment required.  

• Demonstrated expertise in ERP‑driven quoting, pricing, order entry, RMAs, and billing adjustments required. 

• Proven ability to independently manage complex customer issues, escalations, and non‑standard requirements required. 

• CRM experience (Salesforce or similar) required. 

• Strong pricing, quoting, and margin application skills required. 

• Ability to work independently with minimal supervision required. 

EEO Culture Statement: