Element Materials Technology

Customer Support Coordinator

Job Locations US-OH-Fairfield


Element has an opportunity for a Customer Support Coordinator. The primary function of the Customer Support Coordinator is to maximize sales opportunities by creating a world-class first impression for customers who contact Element through the sales inquiry website forms and telephone numbers.


As the first point of contact for global customers, the Customer Support Coordinator plays a vital role in the Element sales process. The position consists of multiple responsibilities which help ensure a centralized, consistent customer experience. This includes professionally answering incoming calls and emails from internal and external customers, asking sales-minded questions to pre-qualify incoming requests, posing technical questions to further clarify customer requirements, and efficiently assigning incoming leads to the Element location most capable of providing services.



  • Utilize phone call / email handling processes to effectively communicate your role and the Element value proposition to incoming callers / web inquiries
  • Use knowledge of Element’s service and location capabilities to ask inquisitive questions and gather as much technical detail on each request as possible
  • Utilize processes, tools, and knowledge to properly assign requests to the most appropriate laboratories and business sectors in a prompt manner
  • Complete customer follow-up emails and phone calls as required each day
  • Actively utilize Dynamics CRM to record activities, ensuring contact details are accurate, duplicates are removed, new information is added and accurate call logs are entered
  • Maintain ongoing relationships with the sales team and business unit heads
  • Maintain solid and current knowledge of Element’s service offering
  • Document all customer concerns, delegate to appropriate quality manager, and provide follow-up to ensure resolution of concerns
  • Act as a resource in routing customer questions / issues and follow up to ensure customer satisfaction and keep abreast of changing customer needs
  • Assist Tactical Marketing Manager with various other related customer support activities

Skills / Qualifications

  • 1 - 3 years of sales, marketing, or customer service experience, or equivalent combination of education and experience
  • Ability to read and interpret documents such as customer quotes/contracts, marketing materials, and customer testing specifications
  • Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Non-English language proficiency is preferred
  • Ability to calculate figures and amounts such as discounts, interest, commissions and proportions and apply concepts of basic algebra and geometry
  • Ability to solve practical customer problems and interpret a variety of instructions, data and details furnished in written, oral, diagram, or schedule form
  • Must have valid Driver’s License, with an acceptable driving record under Element’s policy
  • Experience in interpreting testing procedures and requirements
  • Proficiency in Microsoft Applications (Word, Excel)
  • Ability to remain calm when faced with mounting pressure related to deadlines and multiple priorities
  • Well-developed oral and written communication skills to meet a variety of communication needs
  • Good interpersonal skills that foster open upward and downward communication built on mutual respect
  • Ability to interface with clients, win new work and determine their requirements; helps develops proposals including cost estimates, work plan and terms and conditions
  • Ability to travel up to 10% of the time; some overnight travel may be required


Company Overview

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 7,500 brilliant minds operating from 200 sites across 30 countries. Together we share an ambitious purpose to ‘Make tomorrow safer than today’.


When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.


While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.


Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

Diversity Statement

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”.


All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.


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