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Customer Service Representative


Greenville, SC (ACS Headquarters)

Position Summary 

Because of the growth we experienced during the last year, we are looking to expand our Customer Services team by adding a Customer Service Representative. The Customer Service Representative will be responsible for assisting new and existing accounts with issues related to the sales and return process. Primary responsibilities include responding to customer inquiries, scheduling follow up calls, responding to email inquiries, contacting vendors, and offering solutions to customer issues as it relates to their existing & previous part orders.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Customer Interfacing

  • Proactively alerts customer in case of any event, delay or failure regarding the service commitment and engages in the search for a solution to the customer
  • Submit invoices to Customers
  • Informs and follows up with Customers regarding their lead times of shipping
  • Captures customer’s requests & claims and enters into the system
  • Update/Change orders per the Customer’s needs
  • Contacts, follows up and closes the loop with customer
  • Contributes to continuous improvement to enhance work methods and customer satisfaction

Handle all Customer Escalations

  • Handles customer order portfolio and monitors execution
  • Analyses and provides issue resolution or appropriate answer in a timely manner
  • Performs basic root cause analysis and implements corrective actions to eliminate reoccurrences
  • Handle Return Orders promptly and efficiently

Part Manuals and Requests

  • Work closely with vendors for updated pricey and availability of parts
  • Request part manuals to continue to update the ACS library
  • Coordinate logistics with parts coming in (when ACS gets it) and updating the Customer (when it’s being shipped)
  • Proposes product alternatives in case of phase-out or shortage

Distribution Support

  • Coordinate with the relevant partners to ensure on-time deliveries and service commitment
  • Shares recurring problems with the relevant internal partners (Warehouse/Sales) in order to find solutions
  • Coordinate Logistics of Orders/Parts arriving at the Warehouse and being shipped to Customers

Support Sales Team

  • Cross-trained with Sales to provide backup support as needed
  • Handoff opportunities for an up-sell situation

Minimum Qualifications (Knowledge, Skills, and Abilities)

  • Bachelor's Degree
  • Minimum Two Years Customer Service Experience
  • Strong computer and internet skills including Google Workspace required
  • Experience with Salesforce, NetSuite, is a plus
  • Must be a self-starter with excellent interpersonal and communication skills with a talent for organization and accuracy
  • Maintaining confidentiality of sensitive information 
  • Must be efficient with strong attention to detail
  • Must have strong customer support orientation (for internal/external customers), demonstrate professional demeanor, and the ability to maintain confidential information
  • Must have strong skills in organization and planning, demonstrated ability to work independently and exercise sound judgment and problem solving
  • Ability to prioritize tasks, exercise sound judgment and confidentiality with sensitive information
  • Excellent communication, interpersonal, and presentation skills
  • Proven ability to multitask, prioritize and see projects through to completion

    Benefits Include:

    • Medical, PTO, 401(k) and 401(k)Match 

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