Customer Support (Manufacturing)

Job Description

Job Description

Job Title: Customer Support / Intake Specialist
Location: Sudbury, MA (Onsite)
Schedule: Monday–Friday | 8:00am–5:00pm
Position Type: Full-Time, Permanent
Pay: $23–$33/hour (depending on experience) + Full Benefits

Overview

We are seeking a highly organized and customer-savvy Customer Support / Intake Specialist to join our National Service Operations team. This is a critical frontline role and the first point of contact for inbound customer and technician calls.

We’re looking for someone who thrives in a high-volume call environment, knows how to guide conversations professionally, and understands how to process and route requests efficiently. Manufacturing or technical service company experience is strongly preferred.

If you’re confident on the phone, process-driven, and great at knowing “the right things to say” while keeping calls moving — this could be a great fit.

Key Responsibilities

• Serve as the primary intake point for inbound customer phone calls, emails, and general service inquiries
• Triage incoming calls to determine appropriate next steps: resolve administratively, create a case, or escalate to technical resources
• Create, update, and accurately route service cases within internal systems
• Handle non-technical requests such as status updates, scheduling coordination, documentation requests, and general routing inquiries
• Ensure technician-originated calls are efficiently directed to the correct technical experts
• Monitor and manage shared service inboxes, ensuring timely follow-up and documentation
• Maintain professional and clear communication with customers, technicians, and internal teams
• Reinforce proper intake and escalation processes
• Support additional administrative and coordination tasks as needed

Required Qualifications

• 3+ years of experience in a phone-based intake, service coordination, BDC, or call center environment
• Proven ability to triage, prioritize, and route requests in a fast-paced setting
• Strong verbal and written communication skills
• High attention to detail and ability to follow structured processes
• Experience creating and managing cases, tickets, or leads within CRM or service platforms
• Ability to remain calm and professional during high-volume or time-sensitive calls
• Strong organizational skills and follow-through
• Proficiency with computer systems, email platforms, and phone systems

Preferred Qualifications

• Experience within a manufacturing, technical, or industrial service organization
• Familiarity with service operations, dispatching, or field service environments
• Experience supporting technicians or technical subject matter experts

Physical Requirements

• Office-based position
• Extended periods of sitting, phone usage, and computer work