{"id":4045670,"url":"https://alion.io/job/owi-customer-support-specialist","title":"Customer Support Specialist","company":{"id":554895,"name":"OWI","domain":"owi.fi","url":"https://alion.io/company/owi","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":93,"open_postings":20,"ghost_share":0,"stale_share":0.3,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Northbrook, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false},{"name":"Power BI","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-11-10T07:00:00Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-11T19:38:10Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"POSITION PURPOSE:\nThe Customer Support Representative provides excellent, proactive customer support across multiple accounts, solving problems as they arise and building strong business relationships through prompt, accurate service that promotes customer loyalty. This role processes customer orders submitted via EDI or email and resolves order issues (pricing, quantity, or date) in accordance with established company guidelines. The representative also serves as a knowledge resource for newer employees and provides backup coverage as workloads vary.\n\nDUTIES, TASKS AND RESPONSIBILITIES:\nAnswers phone calls, assists with customer inquiries, and redirects pricing or technical questions to the appropriate team.\nProcesses customer orders submitted via EDI or email, and validates Order App details (Ship-To, material, and PO) before release.\nVerifies purchase order quantities and pricing, resolving discrepancies with the customer, Sales Account Manager, or Sales Manager per established guidelines.\nResearches and resolves EDI order errors, partnering with Leadership and IT as needed.\nKeeps customers informed of shipping dates, ETAs, and anticipated delays.\nMaintains, executes, and supports orders through 3rd party B2B portals.\nWorks with OMF, Production, and Transportation to confirm product availability and transit for expedited deliveries.\nAssists with short shipments, missed pickups, and carrier delays, documenting issues (e.g., NCRs) as required.\nWorks with Credit to release held orders and troubleshoots Customer Service, credit, and pricing blocks that prevent orders from advancing, notifying the Sales Account Manager as needed.\nReviews telemetry and ANOVA monitoring reports and escalates potential run-outs or monitor issues.\nReviews the daily Salesforce ticket report and follows up on open or pending tickets.\nMeets individual KPIs, including order accuracy, on-time performance, and ticket response time.\nServes as a knowledge resource for team members and uses available tools and resources before escalating issues to management and/or IT.\nOther duties as assigned.\n\nSKILLS, KNOWLEDGE AND ABILITIES:\nAssociate degree in business or equivalent customer service experience; Bachelor’s preferred\n2–3 years of customer service experience with Retail, OEMs, Fleet, and business-to-business customers\nIntermediate proficiency in Microsoft Word, Excel, Outlook, and Teams\nSAP and Salesforce experience highly preferred; familiarity with EDI, order entry systems, and Power BI a plus\nStrong interpersonal, phone, written, and verbal communication skills, with a proactive, team-oriented approach\nAbility to assess situations and make recommendations to resolve issues\nAbility to multi-task, prioritize workload, and manage multiple accounts in a fast-paced environment\nReliable, accountable, and self-motivated; able to work independently and as part of a team\n\nThis opportunity offers a competitive benefits package including:\nMedical, dental, and vision coverage with wellness benefits \nCompany-matching 401(k) plan\nCompany-paid life insurance and accidental death & dismemberment benefits\nCompany-paid identity theft insurance\nCompany-paid disability\nFlexible spending and health savings accounts\nCompany-paid employee assistance program\nPaid time off and paid holidays\nAdditional benefits included: voluntary life insurance, legal benefits, critical illness, accident insurance, hospital indemnity insurance, and pet insurance\n\nOld World Industries is among the largest privately held companies competing in the automotive aftermarket today. Built upon a 50-year history of ingenuity, the Northbrook, Illinois-based company is transforming the automotive, commercial and chemical industries that keep the world moving forward. Old World’s brands include a full line of PEAK® Performance Automotive Aftermarket Products including Antifreeze/Coolant, Washer Fluid, Lighting and Wiper Blades; BlueDEF® Diesel Exhaust Fluid and Equipment; FINAL CHARGE® PRO-SERIES Heavy Duty Extended Life Coolant, Fleet Charge® SCA Precharged Heavy Duty Coolant and Thermal Charge® Heat Transfer Fluid.","description_format":"text","description_chars":4112,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":true},"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Chemical Manufacturing","Automotive Components"],"lifecycle":[{"event":"open","at":"2026-11-10T23:47:27Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":41,"reasons":["conf:1","win:early","comp:junior"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/owi-customer-support-specialist","json_url":"https://alion.io/job/owi-customer-support-specialist.json","meta":{"generated_at":"2026-11-11T21:05:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":41283,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":554895},"rest":"https://alion.io/mcp/rest/get_company?id=554895"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fowi-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fowi-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fowi-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/owi-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fowi-customer-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4045670}},{"tool":"search_jobs","arguments":{"company":"owi.fi","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4045670},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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