Department: Admin | Reports To: Contracts Manager | Supports: President, Chief Operating Officer (COO), Chief Financial Officer (CFO), Contracts Manager and Inside Sales Team

SUMMARY

The Order Administration & Customer Support Specialist is a key member of the Admin team responsible for providing exceptional customer service, managing the order fulfillment process, supporting executive leadership, and serving as the backup to the Inside Sales team for customer quotations.

This role requires a highly organized, educated, and professional individual who excels at multitasking, communicates effectively with customers and internal stakeholders, and thrives in a fast-paced manufacturing and government contracting environment. The successful candidate will also manage special projects assigned by executive leadership while maintaining the highest level of confidentiality and professionalism.

TECHNICAL SKILLS

• Exceptional organizational and time management skills. Strong written and verbal communication abilities.
• Outstanding customer service and relationship-building skills.
• Excellent attention to detail and accuracy.
• Ability to prioritize multiple projects with competing deadlines. Strong analytical and problem-solving skills.
• Professional judgment and discretion when handling confidential information.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Experience using ERP and CRM software.
• Ability to work independently while collaborating effectively with cross-functional teams.

JOB DESCRIPTION

Position Title: Order Administration & Customer Support Specialist

ESSENTIAL DUTIES AND RESPONSIBILITIES – ORDER ADMINISTRATION

Process customer orders accurately from order entry through shipment. – Review orders for pricing, product specifications, contract compliance, and delivery requirements. – Coordinate with Purchasing, Production, Shipping, Accounting, and Sales to ensure timely order fulfillment. – Monitor order status and proactively communicate updates to customers. – Maintain accurate customer files and documentation within ERP and CRM systems. – Resolve order discrepancies and work collaboratively to ensure customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES – CUSTOMER SUPPORT

Serve as the primary point of contact for customer inquiries regarding orders, pricing, product availability, and shipping. – Provide exceptional customer service through timely and professional communication. – Build and maintain positive customer relationships. – Resolve customer issues efficiently while maintaining a customer-first mindset. – Coordinate with internal departments to meet customer expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES – INSIDE SALES SUPPORT

Serve as backup support for the Inside Sales team by preparing accurate customer quotations. – Assist with pricing requests, product information, and proposal preparation. – Follow up on customer quotations as requested. – Maintain sales records and customer documentation. – Support sales initiatives and account management activities as needed

ESSENTIAL DUTIES AND RESPONSIBILITIES – EXECUTIVE ADMINISTRATIVE SUPPORT

Provide administrative support to the President, COO, CFO and Contracts Manager. – Prepare reports, presentations, correspondence, and business documents. – Coordinate meetings, schedules, and executive communications. – Handle confidential information with discretion. – Assist with operational planning and executive initiatives

ESSENTIAL DUTIES AND RESPONSIBILITIES – GOVERNMENT CONTRACT ADMINISTRATION SUPPORT

Support order administration activities related to government and other contracts. – Ensure compliance with customer contract requirements and applicable government regulations. – Assist with contract documentation, certifications, and record retention. – Coordinate with internal teams to meet contract deliverables and reporting requirements. – Maintain familiarity with government procurement processes, including contract modifications, purchase orders, and documentation requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES – PROJECT COORDINATION

Lead and coordinate special projects assigned by executive leadership. – Research, organize, and present information for strategic initiatives. – Track project milestones and deadlines. – Recommend process improvements to enhance operational efficiency. – Support cross-functional business initiatives as needed.

QUALIFICATIONS – EDUCATION

Bachelor’s degree in business administration, Communications, Supply Chain, Marketing, or a related field preferred. – Equivalent combination of education and relevant experience will be considered.

QUALIFICATIONS – EXPERIENCE

Minimum of 5 years of experience in order administration, customer service, inside sales support, executive administration, or operations. – Experience supporting executive leadership in a professional business environment. – Experience preparing customer quotations and supporting sales operations. – Experience working with government contracts and government customers is strongly preferred. – Knowledge of government procurement processes, contract compliance, FAR/DFARS requirements, and documentation standards is highly desirable. – Manufacturing or industrial products experience preferred.

PREFERRED ATTRIBUTES

Professional, polished, and customer-focused. – Self-motivated with a proactive approach to problem solving. – Strong business acumen and executive presence. – Adaptable and comfortable working in a dynamic environment. – High degree of integrity and confidentiality. – Continuous improvement mindset with the ability to streamline processes and improve efficiency.

PHYSICAL REQUIREMENTS

Ability to sit, stand, and use a computer for extended periods. – Occasionally lift or move items up to 25 pounds. – Ability to communicate effectively in person, by phone, and electronically.

SUCCESS FACTORS

The successful candidate will:

Deliver exceptional customer service that strengthens long-term customer relationships. – Ensure customer orders are processed accurately and on schedule. – Provide reliable backup support to the Inside Sales team through timely and accurate quotations. – Effectively support executive leadership with professionalism and discretion. – Successfully manage multiple priorities and executive projects while maintaining attention to detail. – Contribute to continuous process improvements that increase operational efficiency and customer satisfaction.