Technical Customer Solutions Specialist

About Kelco Industries:

Kelco Industries is a market leader in cost-effective, high performance, custom engineered components for a wide variety of industries. We invest in the latest technologies and top talent, and because we are privately held, we answer only to our customers - so we can make fast decisions that move our business and our customers forward.

Kelco is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We further are committed to considering all qualified individuals with disabilities and will provide reasonable accommodation as needed throughout the hiring process.

Kelco offers a competitive benefits package, including Health, Dental, Vision, Disability, and Life insurance.

Job Description

The Technical Customer Solutions Specialist serves as a primary point of contact for customers, providing responsive service and coordinating customer requirements through the quoting and order fulfillment process. This position reviews technical specifications, prepares quotations, processes orders, monitors delivery commitments, and works closely With Engineering, purchasing, Production, and Logistics to support Customer needs.

Essential Functions

• Serve as the primary point of contact for assigned customers, promptly and professionally to inquiries by phone and email.
• Review requests for quotation, customer drawings, engineering specifications, and other technical requirements.
• Prepare accurate and competitive quotations using established pricing guidelines, calculating appropriate margins while supporting company profitability expectations.
• Enter and customer orders, verifying part numbers, materials, quantities, pricing, tolerances, and delivery requirements.
• Coordinate with Engineering to confirm product specifications, manufacturing capabilities, and technical requirements.
• Work with Purchasing and Production to confirm material availability, production capacity, lead times, and delivery dates.
• Monitor open orders and communicate timely updates regarding production status, delivery schedules, and potential delays.
• Proactively identify and resolve order, pricing, billing, scheduling, and delivery discrepancies in coordination with the appropriate internal departments.
• Follow up on outstanding quotations and customer inquiries to support business opportunities and maintain strong customer relationships.
• Review customer purchase orders and related documentation for accuracy and alignment with quoted requirements.
• Maintain accurate Customer profiles, quotation activity, order information, and historical part records within company systems.
• Perform other duties and special projects as assigned.

Core Competencies

• Safety Awareness - Identifies and corrects or reports conditions that may affect employee safety and consistently follows established safety practices.
• Customer Focus - Demonstrates a commitment to understanding customer needs and providing responsive, professional service while balancing customer expectations with company capabilities.
• Technical Aptitude - Reads and interprets customer drawings, specifications, part information, and manufacturing requirements.
• Communication - Communicates clearly, professionally, and respectfully with customers and coworkers through verbal and written communication.
• Attention to Detail - Maintains accuracy when reviewing specifications and entering quotations, pricing, quantities, tolerances, dates, and orders.
• Commercial Awareness - Considers pricing, margins, lead times, and business objectives when preparing quotations and responding to customer requests.
• Organization & Prioritization - Effectively manages multiple customers, orders, deadlines, and requests in a fast-paced environment.
• Problem Solving - Identifies issues, gathers appropriate information, involves the necessary resources, and works toward practical solutions.
• Collaboration - Works effectively with Engineering, Purchasing, Production, Quality, and Logistics to meet customer and business requirements.
• Accountability - Takes ownership of customer requests, quotations, orders, and assigned responsibilities through appropriate resolution.
• Adaptability - Responds effectively to changing priorities, customer requirements, production schedules, and business needs.
• Professionalism - Maintains a professional and constructive approach when handling difficult conversations, competing priorities, or customer concerns.

Education / Experience Requirements

• High school diploma or equivalent required; associate degree in business, manufacturing, engineering technology, or a related field preferred.
• Two to five years of inside sales, account support, Customer service, or order management experience in a manufacturing environment preferred.
• Experience with industrial fasteners, cold-formed components, precision-manufactured products, or related industrial products strongly preferred.
• Experience reviewing customer drawings, technical specifications, or engineering documentation preferred.
• Experience With ERP/business systems and Microsoft Office preferred.