Sales Operations and Customer Support Specialist presso Arq Solutions LLC

Description

This role delivers high-quality service and operational support to B2B customers of our activated carbon products. Acting as a key liaison between customers, Sales, Supply Chain, Operations, R&D, and back office, the Specialist manages the order-to-cash process, produces reporting and analysis, and provides customer insights. This position also serves as the primary backup to the Customer Relations Supervisor, supporting sensitive issues and departmental leadership when needed.

Requirements

Key Responsibilities

• Customer Support: Act as primary contact for assigned accounts. Handle inquiries, manage orders, resolve complaints, and maintain strong customer relationships.
• Order Management: Oversee all aspects of the order-to-cash lifecycle, including order entry, expedites, changes, invoicing, and follow-up to ensure accuracy and timeliness.
• Reporting & Analysis: Compile, analyze, and present customer data, forecasts, KPIs, and departmental metrics for internal and external stakeholders. Provide ad hoc and customer-specific reporting.
• Continuous Improvement: Track and report daily/monthly volumes, monitor customer action reports (CARs), support audits, and recommend process improvements.
• Cross-Functional Collaboration: Coordinate with Supply Chain, Sales, and Operations to optimize schedules and resolve issues. Provide product/service recommendations based on customer needs and market trends.
• Backup Leadership: Serve as primary backup to the Customer Relations Supervisor, stepping in to manage escalations, reporting, and team responsibilities when needed.
• Projects & Support: Assist with department initiatives, contribute to cross-functional projects, and take ownership of new tasks as organizational needs evolve.

Qualifications

• Bachelor’s or Associate degree; prior customer support or sales operations experience strongly preferred, but motivated college graduates with relevant attributes will be considered.
• Experience with ERP/CRM systems required; Oracle NetSuite, Salesforce, or similar strongly preferred.
• Strong analytical skills; ability to prepare reports, presentations, and KPIs for leadership teams.
• Manufacturing or energy industry background preferred.

Competencies

• Strong communication and relationship-building skills.
• High accountability, ownership, and adaptability in a fast-paced environment.
• Ability to manage priorities, resolve issues, and work cross-functionally.
• Commitment to customer satisfaction and continuous improvement.

Physical Requirements

• Ability to sit, stand, and work at a computer for extended periods.
• Regularly required to walk production areas, including climbing stairs, exposure to outdoor elements, and use of required PPE.
• Must be able to lift up to 25 lbs occasionally.
• Ability to travel up to 10% for customer visits or training.