Site Support - Hamilton, WA

The Site Support Representative serves as the primary on-site customer service resource at assigned customer locations, delivering exceptional service while supporting daily operational needs. This role is responsible for building strong customer relationships, responding to inquiries, coordinating with internal teams, and ensuring customers receive timely, accurate, and effective support.

The Site Support Representative partners closely with Customer Experience, Account Management, Solutions, Operations, and other departments to resolve issues, support inventory management, assist with vending and technology solutions, and maintain compliance with customer-specific policies and procedures. Success in this role requires strong communication, organization, problem-solving skills, and a commitment to delivering an outstanding customer experience.

This position is embedded within Janicki Industries’ Hamilton facility, serving as Stellar’s dedicated onsite representative. While the role is primarily based in Hamilton, limited travel between the Hamilton and Sedro-Woolley facilities may be required to support customer operations and ensure a seamless customer experience., Customer Service & Account Support

• Serve as the primary on-site point of contact for customer inquiries regarding orders, deliveries, products, and service requests.
• Deliver exceptional customer service through timely communication, accurate order processing, and proactive problem resolution.
• Accurately enter quotes, orders, and customer information into the Prophet 21 (P21) ERP system.
• Expedite open quotes and orders while ensuring accuracy and customer satisfaction.

Inventory & Solutions Support

• Monitor customer-specific inventory levels, including Min/Max quantities and safety stock requirements.
• Support vending machine operations and other automated inventory management solutions implemented by the Solutions team.
• Learn and utilize customer-specific technologies, systems, and processes to support efficient operations.
• Identify inventory concerns and coordinate with internal teams to resolve issues.

Cross-Functional Collaboration

• Serve as a liaison between customers, Account Managers, Customer Experience, Specialists, Solutions, Operations, and other internal departments.
• Coordinate information and resources to ensure customer requests are addressed promptly and accurately.
• Communicate customer needs, concerns, and opportunities for improvement to appropriate internal stakeholders.

Customer Site Compliance

• Follow all customer-specific policies, procedures, safety requirements, and security protocols while working on-site.
• Maintain required customer certifications, training, and site access credentials.
• Represent Stellar professionally while fostering positive customer relationships.

Janicki Customer Support

• Serve as Stellar’s dedicated onsite representative embedded within the Janicki Industries Hamilton facility.
• Provide day-to-day operational support while building strong working relationships with Janicki personnel.
• Provide support at the Janicki Sedro-Woolley facility as needed to meet customer and business requirements.

Professional Standards

• Participate in ongoing training to maintain knowledge of Stellar products, services, systems, and processes.
• Demonstrate professionalism, accountability, integrity, and a commitment to Stellar’s values.

Other duties, responsibilities, and activities may be assigned or modified at any time to meet business needs

Hours/Schedule:

• Full-time position, up to 40 hours per week.
• Standard work schedule is Monday through Friday, 6:30 a.m. - 3:00 p.m.
• Overtime may be required based on customer and business needs., * Frequent standing and walking throughout customer facilities during the workday.
• Regular use of computers, handheld devices, barcode scanners, vending systems, and standard office equipment.
• Frequent reaching, bending, and repetitive hand movements while supporting customer operations.
• Ability to lift up to 30 pounds regularly and up to 75 pounds occasionally.
• Ability to perform physical tasks required to support customer service, inventory, and operational activities.

Work Environment:

• Primarily performed at the Janicki Industries Hamilton facility, with occasional work at the Sedro-Woolley facility as business needs require.
• Regular interaction with customers, vendors, and cross-functional Stellar team members.
• Fast-paced environment requiring responsiveness, adaptability, and effective prioritization.
• Regular use of ERP systems, Microsoft Office applications, vending technologies, and other business software.
• Must follow all customer-specific safety, security, and workplace policies while on-site.

• High school diploma or equivalent required., * Two to three years of customer service, warehouse operations, industrial distribution, or related experience preferred.
• Experience supporting customers in an on-site, industrial, warehouse, or manufacturing environment preferred.
• Experience using ERP systems, preferably Prophet 21 (P21), is preferred.

Knowledge, Skills & Abilities:

• Excellent customer service and relationship-building skills.
• Strong verbal and written communication skills.
• Ability to work independently while managing multiple priorities in a customer-facing environment.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Office applications, particularly Outlook and Excel.
• Ability to learn and effectively use ERP systems, vending technologies, and other business software.
• Strong problem-solving skills with the ability to identify issues and coordinate timely resolutions.
• Positive attitude, professionalism, and commitment to delivering exceptional customer service.

Additional Requirements:

• Must be at least 18 years of age.
• Must possess a valid driver’s license and reliable personal vehicle.
• Must be willing and able to travel between Janicki Industries’ Hamilton and Sedro-Woolley facilities as business needs require. Mileage reimbursement is provided in accordance with company policy.
• Must be able to pass a background check and drug screening.
• Must maintain regular and reliable attendance.

At Stellar, we believe every employee plays an important role in our success. Contributions extend beyond defined responsibilities, and we value team members who are willing to step in, support one another, and take initiative when needed.