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Product Service Associate
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Aston Carter
Remote
$47,840 Salary, Full-Time
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Job Description
Job Title:
Product Support Associate Job Description The Product Support Associate serves as the primary point of contact for product quality concerns, ensuring timely and accurate resolution of issues while upholding a strong commitment to quality and customer satisfaction. In this role, you coordinate cross-functional efforts, manage quality-related documentation and inquiries, and support internal teams with clear, professional communication. You will help drive continuous improvement by handling quality investigations, returns, and corrective actions in a fast-paced, high-volume environment. Responsibilities Serve as the initial point of contact for customer and internal quality concerns, providing prompt and professional responses. Create, process, and track Quality Assurance Inquiries from initial submission through to final resolution. Coordinate with internal departments, including engineering, manufacturing, and quality teams, to investigate and resolve product quality issues. Draft and deliver 8D reports based on failure analysis, root cause findings, and corrective actions. Coordinate customer returns, exchanges, and credits, ensuring accurate documentation and timely processing. Assemble, review, and route contract review documentation to appropriate stakeholders. Act as a resource for internal teams by answering quality-related inquiries and providing guidance on processes and documentation. Support management with quality-related tasks, reporting, and data analysis to help drive continuous improvement. Perform order entry and order management activities with a high degree of accuracy and attention to detail. Handle data entry, document processing, document review, and document management using established systems and procedures. Utilize ERP systems and Microsoft Office tools, including email and Excel, to manage information, track issues, and communicate updates. Communicate effectively via phone and email with customers and internal teams to clarify issues, provide status updates, and ensure resolution. Maintain a high level of order accuracy while managing high volumes of work and multiple tasks simultaneously. Apply sound judgment and problem-solving skills to prioritize tasks, meet tight service-level agreements, and support team objectives. Collaborate cross-functionally with multiple teams to ensure a consistent, quality-focused customer experience. Essential Skills At least 2 years of experience in a similar capacity, such as product support, quality support, or related customer-facing technical role. Experience working in a manufacturing environment. Proven experience utilizing ERP systems for order management, quality tracking, or related functions. Proficiency with Microsoft Office, including email and Excel. Demonstrated experience with product quality, order entry, and order management. Strong data entry skills with a focus on accuracy and completeness. Experience working with documentation systems, including document processing, document review, and document management. Solid customer service skills with the ability to handle inquiries professionally and efficiently. Strong communication and people skills, including clear written and verbal communication. High attention to detail and commitment to order accuracy. Ability to multi-task and manage high volumes of work and multiple tasks simultaneously. Ability to manage multiple tasks and deadlines in a fast-paced environment. Sound judgment and problem-solving skills when handling quality issues and customer concerns. Ability to work cross-functionally with multiple teams, including engineering, manufacturing, and quality. Additional Skills & Qualifications Experience creating or working with 8D reports or similar structured problem-solving methodologies. Experience handling returns, exchanges, or credits in a manufacturing or product-based environment. Comfort working with technical information, product specifications, or manufacturing data. Experience managing customer communication via phone and email in a professional setting. Familiarity with quality assurance inquiries and related reporting processes. Interest in growing into quality or operations-focused roles within a stable organization. Strong organizational skills and the ability to maintain accurate records and documentation. Motivation to contribute to continuous improvement in product quality and customer satisfaction. Work Environment You will join a collaborative team of approximately 15 people in a fast-paced, high-volume environment with tight service-level agreements. The standard schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. The role is onsite for the first full month to support onboarding and training, then transitions to a hybrid model with four days remote and one day in the office, typically on Thursdays. You will work closely with engineering, manufacturing, and quality teams and regularly use ERP systems, documentation systems, and the Microsoft Office suite, including email and Excel. The organization offers a stable, long-established environment with opportunities to grow into quality or operations-focused roles. Benefits include health insurance, dental insurance, vision insurance, life insurance, disability insurance, a 401(k) with matching, profit sharing, paid holidays, paid time off, flexible spending accounts, health savings accounts, and an employee assistance program. The culture emphasizes product satisfaction, quality, and cross-functional collaboration, although there is no formal review or performance feedback process currently in place. Job Type & Location This is a Contract position based out of Cary, IL. Pay and Benefits The pay range for this position is $21.00 - $25.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Cary,IL.