IEM, (Industrial Electric Manufacturing, Inc.) is the largest independent full-line manufacturer of custom electrical distribution and power quality equipment in North America. IEM has delivered customer-specific solutions to meet the ever-changing power requirements of growth industries in Noth America for over half a century. This position offers an exciting opportunity within an innovative, employee-oriented company.

We are seeking a highly organized, professional, and customer-oriented Order Support Specialist to join our Services Support team. In this role, you will be responsible for managing and tracking customer quotations, coordinating order entry, initiating invoicing, and ensuring prompt collection of payments for post-production, non-warrantable services. You will work closely with general contractors, electrical contractors, and high-level customer contacts, as well as internal stakeholders across field service, finance, and fulfillment.

The ideal candidate brings extensive customer-facing experience, enjoys relationship-building, and thrives in a detail-oriented, fast-paced environment. Your role will be pivotal in maintaining high levels of customer satisfaction while supporting internal process excellence.

Key Responsibilities

• Proactively follow up on all customer quotations, with a strong focus on securing purchase orders and tracking payment for non-warrantable, post-production services, including:
  • Critical spares kits/components
  • Site damage repairs
  • Field modifications due to customer change requests
• Monitor and escalate past-due payments, engaging directly with customers to resolve outstanding items in a timely and professional manner.
• Track all monies owed related to customer-specific quotations, ensuring accuracy and visibility across teams.
• Enter orders accurately and promptly upon receipt of customer purchase orders.
• Trigger invoicing processes in coordination with services offered through field services or production teams ensuring timely billing and cash flow.
• Communicate internally upon PO receipt to initiate necessary fulfillment or service actions.
• Track and invoice all received POs against applicable services or components delivered.
• Collaborate closely with field service teams to track and process “labor-only” quotations and payments.
• Partner with internal teams to continuously refine and improve tracking systems and process workflows.
• Provide regular updates on outstanding quotations and payment statuses to internal stakeholders.

Qualifications

• 3–5 years of experience in a customer support, inside sales, or order management role—preferably in a technical, service, or manufacturing environment.
• Proven experience in customer-facing roles with contractors and high-level client contacts.
• Strong organizational and follow-up skills; detail-oriented with excellent time management.
• Polished, professional communication style with the ability to manage sensitive payment conversations tactfully.
• Familiarity with order entry and invoicing processes; ERP system experience is highly desirable.
• Proficient in Microsoft Office (especially Excel); experience with CRM tools is a plus.
• Demonstrated ability to collaborate across departments and work effectively in a team-oriented setting.
• Positive attitude, solution-driven mindset, and a passion for delivering excellent customer service.
• Ability to travel occasionally within the US and Canada to support business needs.