Senior Customer Support Specialist

Firetrace International is Looking for a Sr. Customer Support Specialist

Do you want to be a part of a forward-thinking team inside a global company? At Firetrace, our purpose is to protect lives and livelihoods by eliminating the impact of fire.

Firstly, a bit about us

Firetrace International, a subsidiary of Halma plc, is a global manufacturer of life-saving fire suppression devices. We’re in the business of protecting lives and livelihoods from the impact of fire. Our fire suppression systems keep businesses, people, and equipment safe by automatically detecting and suppressing fires in high-risk equipment, like CNC machines, vehicles, heavy equipment, electrical cabinets, and wind turbines. On our team, you can make a difference.

What you’ll be doing

Reporting to the Customer Service Manager, you’ll be a key member of a cross-functional team that works closely with Operations, Sales, and Finance, driving key metrics such as on-time order entry/accuracy, and on-time delivery to our customers.

A day in your life might include

• Managing key aspects of government contract fulfillment to ensure compliance with requirements, including audit support
• Collaborating closely with our sales team to ensure orders are accurate and delivered on-time
• Preparing international shipping compliance documents so products flow smoothly through customs
• Responding to customer concerns via email and phone, ensuring no issue goes unresolved

What we need from you

• Attention to detail and a commitment to following actions through to the end
• Willingness to work in the Scottsdale office in a hybrid environment (partially remote)
• A self-starting, solutions oriented ownership mentality
• Demonstrated commitment to adhere to and champion Firetrace's Values & Behaviors

What you'll bring to the team

• Willingness to embrace a changing environment and cross-train into multiple business segments
• Eagerness to be highly visible and collaborative
• Passion for our people, our products, and the communities we serve

Requirements

• Minimum two (2) years experience working in manufacturing, warehouse, or production environment, with at least one (1) year of customer service experience in manufacturing setting.
• Proficiency with Great Plans or other ERP software strongly preferred.
• Two (2) or more years working with government contracts preferred.