Commercial Support Specialist

Packard Culligan Water is looking for a professional, organized, and customer-focused Commercial Support Specialist to help support our Commercial & Industrial (C&I) business. This role is perfect for someone who enjoys building client relationships, coordinating projects, supporting sales efforts, and ensuring customers receive exceptional service every step of the way.

No two days are the same. You may be assisting with customer accounts, supporting sales activities, coordinating preventative maintenance agreements, managing project documentation, or collaborating with internal teams to keep projects and client needs on track. If you thrive in a fast-paced environment, are highly adaptable, and enjoy making a direct impact on customer satisfaction and business growth, we'd like to hear from you!

Position Summary

The Commercial Support Specialist serves as a key operational support resource for both the Commercial & Industrial Office and Sales teams. This role is responsible for supporting client account management, sales administration, preventative maintenance agreements, project coordination, and customer service activities.

Working closely with Sales, Service, Operations, and clients, this position helps ensure seamless communication, accurate recordkeeping, efficient project execution, and a positive customer experience throughout the customer lifecycle. The ideal candidate is highly organized, adaptable, detail-oriented, and passionate about building strong client relationships.

Key Responsibilities

Sales Support & Client Management

• Process administrative tasks related to customer agreements, product orders, sales activities, and preventative maintenance contracts.
• Process sales orders and maintenance-related purchases within designated approval limits.
• Monitor expiring purchase orders, pricing agreements, service contracts, equipment leases, and renewals to ensure timely follow-up.
• Serve as a primary point of contact for client inquiries and provide updates to customers and the Sales team.
• Track project and job status through internal systems and maintain accurate documentation, including quotes, invoices, purchase orders, and customer records.
• Support ongoing client relationship management efforts and ensure a high level of customer satisfaction.
• Participate in sales training programs and support commercial sales initiatives.

Customer Experience & Account Support

• Respond promptly and professionally to customer inquiries regarding products, services, quotes, project status, and order updates.
• Review customer accounts to ensure services, equipment, and billing align with contractual agreements.
• Communicate scheduling updates, shipping delays, order status changes, and service-related information in a timely manner.
• Coordinate with Sales, Service, and Operations teams to resolve customer concerns and fulfill client requests efficiently.
• Maintain detailed records of customer interactions, requests, and resolutions.
• Provide proactive follow-up and communication to support long-term customer satisfaction and retention.

Administrative & Operational Support

• Utilize multiple business systems and software platforms to maintain customer records and process transactions accurately.
• Ensure activities comply with company policies, customer agreements, vendor requirements, and purchase order terms.
• Assist with month-end close activities, inventory reconciliation, procurement support, direct sales processing, and account balancing.
• Provide cross-functional office support, including assisting with inbound customer calls and supporting customer service operations during peak periods.
• Assist with annual pricing reviews, updates, and maintenance of company price books.
• Maintain accurate documentation and reporting to support operational efficiency.

Service & Contract Administration

• Support the administration of preventative maintenance programs and service agreements.
• Prepare and distribute reports identifying preventative maintenance opportunities and upcoming renewals.
• Maintain accurate service, equipment, and contract records.
• Coordinate with Sales, Service, and Operations teams to support agreement renewals, service planning, and account management activities.
• Assist with special projects and other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Minimum 3 years of customer service, customer relations, account management, or related experience.
• Minimum 3 years of sales, sales support, or business development support experience.
• Minimum 1 year of project coordination or project management experience.
• Strong communication and relationship-building skills.
• Proven problem-solving abilities and ability to manage multiple priorities.
• Strong organizational skills and attention to detail.
• Ability to work independently while effectively collaborating with cross-functional teams.
• Ability to adapt quickly and respond to changing customer and business needs.
• Experience reviewing contracts, service agreements, purchase orders, or account documentation is preferred.
• Proficiency with Microsoft Office and business management software systems.

Preferred Skills

• Client relationship management experience.
• Project coordination and project management experience.
• Strong adaptability and ability to manage changing priorities.
• Excellent verbal and written communication skills.
• Sales, sales support, or account management experience.
• Customer service and customer retention experience.
• Ability to work independently while maintaining strong customer relationships.
• Professional, detail-oriented, and highly organized work style.
• Experience supporting commercial accounts or service-based businesses.
• Strong commitment to customer satisfaction and continuous improvement.

Why Join Us?

• Enjoy $0 deductible medical insurance with affordable premiums. Dental, vision, life insurance, and more are included in our comprehensive benefits package.
• Career growth opportunities through ongoing training and development.
• Competitive compensation and employee incentive programs.
• 401(k) with employer match.
• Collaborative and supportive team environment.
• Opportunity to build meaningful client relationships and contribute directly to business growth.
• Diverse and engaging role with opportunities to work across sales, operations, service, and customer experience functions.

Upon offer, you will be subject to a pre-employment background check, education verification (High School Diploma or equivalent), and drug screening.