Job Description
The Customer Support Data Specialist is responsible for supporting complaint intake, quality documentation, and order processing activities. This role ensures accurate data entry, timely follow-up on quality-related tasks, and effective coordination across field operations and internal systems.
The position plays a key role in maintaining data integrity across multiple systems while supporting both customer service and quality workflows.
This position follows a schedule of four 10-hour shifts per week.
Essential Duties and Responsibilities
Complaint Intake & Quality Support
- Transcribe recorded support line calls into the Quality database using AI-assisted tools
- Enter, track, and assign follow-up tasks related to Product Quality Complaints
- Monitor and follow up on overdue complaint-related tasks with field teams
- Track and manage documentation related to field activities and quality events
Order Processing & Coordination
- Process customer orders in NetSuite
- Coordinate deliveries with Field Operations and third-party delivery partners
- Support execution of order fulfillment and ensure timely communication across teams
Documentation & System Support
- Track software upgrade paperwork and other documentation related to field activities
- Process installation checklists by confirming submission and linking records within ERP systems
- Maintain accurate and organized records across systems (Quality, CRM, and ERP)
Operational Support
- Provide on-call support for emergency orders during nights/weekends (1–2 weeks per month)
Qualifications
- High School diploma or GED
- Basic typing and data entry skills
- Familiarity with Microsoft Office (Excel, Word, Outlook)
- Ability to work in a standard office environment
- Strong attention to detail and ability to manage multiple tasks
- Familiarity with NetSuite and/or Salesforce a plus
Supervisory Responsibilities
- None
Competencies
- Attention to detail and accuracy
- Ability to follow defined processes
- Strong organizational and tracking skills
- Effective internal communication and coordination
- Reliable and consistent task execution
Physical Demands and Work Environment
- Standard office and laboratory environment.
- After-hours and weekend support required (on-call rotation)
- Option to work Monday to Friday, Wednesday to Sunday, or Thursday to Monday