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Customer Support Specialist

San Luis Obispo

Trust Automation

Trust Automation has over 30 years of experience in custom motors, linear drives, digital drives, and systems which meet the unique needs of its customers. Its product line includes motors, linear drives, digital drives, custom assemblies, and products to fit unique applications and ground-up system design and manufacturing solutions.  We design, build and support control and power management systems for the most demanding defense, semiconductor, industrial automation, and medical applications.

Trust Automation is an equal opportunity employer and committed to attracting, hiring, developing, and retaining a skilled, productive, and diverse workforce, personnel with competencies and experience related to the regional and State population.  Every employee has an “at-will” relationship with Trust Automation.  This means that employment with Trust Automation is at the mutual consent of the employer and the employee and is subject to termination by either party at will, with or without cause or advance notice.

Job Summary

The Customer Support Specialist will perform administrative duties and promote customer satisfaction. Success in this position will be achieved through communication, organization and the ability to drive projects to resolution. The Specialist will collaborate with other employees while providing excellent internal and external customer support.

Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions.

  • Coordinate sales activities by managing calendars, organizing client's information and documents, entering data in the ERP system and communicating information to staff as needed.
  • Champion the customer and be the first point of contact with the customer by answering calls, emails, and queries accurately and consistently.
  • Maintain a smartly presented, polite, diligent, positive, and professional attitude at all times while demonstrating product knowledge.
  • Manage customer expectations through clearly explaining situations, next steps and potential outcomes.
  • Take ownership of queries, resolve routine issues, and escalate more complex issues to management.
  • Assist in the preparation and keep inventory of sales/marketing materials and order new ones when appropriate.
  • Inform clients of unforeseen delays or problems, or work with sales reps to inform clients of delays and problems (as well as to solve these problems).
  • Answer customer questions by phone and email.
  • Track orders and maintain and communicate schedule for delivery.
  • Produce reports or methods of statistical tracking and analysis.
  • Support sales efforts before and after the sale to achieve sales goals.
  • Coordinate all return authorizations, working directly with customers as primary interface.
  • Process all returns through Trust Automation ERP system, following all current procedures.
  • Interact with other Departments and Divisions to help sustain and grow our sales efforts.
  • Execute other duties as assigned to support the Sales and Marketing Department.

Position Requirements

  • High School Diploma or GED with 5+ years relevant experience OR Associate's degree in business administration (or related degree) with 3+ year's relevant experience OR a Bachelor's degree with 0-3 years of experience.
  • Or an equivalent combination of education and experience.
  • Excellent customer service mindset and superb communication skills (written, oral and electronic).
  • The ability to prioritize and deal effectively with people at all levels.
  • Must be fluent in MS Office Suite, especially Word, Excel, and PowerPoint.
  • Prior experience with an ERP (enterprise resource program) preferred.
  • Must have a valid CA driver's license.
  • This position may be asked to drive for company purposes during the course of employment. If asked and agreed upon, employees must possess a valid California Driver’s License and clean driving record.
  • May participate in the identity verification process to access secure client or government portals by authorizing certified supplier or customer management platforms to obtain information from your personal credit profile or other information, solely to verify your identity. 

Physical Requirements

  • Hearing and speaking to exchange information in person, on the telephone or virtually.
  • Dexterity of hands, fingers, and wrist to operate a computer keyboard, calculator or assemble/manufacture intricate items.
  • Seeing to read a variety of materials.
  • Sitting or standing for extended period of time
  • Physical agility to lift 20 pounds to shoulder height.
  • Physical agility to lift, carry, push, or pull objects.

Pay scale for this position - $28.00 - $35.00 Hourly

By submitting your application, you acknowledge that you have read and understand the information provided within. You certify that the information contained in this application is correct to the best of your knowledge. You understand that to falsify information is grounds for refusing to hire, or for discharge should you be hired. 

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CALIFORNIA CONSUMER PRIVACY RIGHTS ACT (CPRA)

NOTICE TO APPLICANTS AND EMPLOYEES

 

 

Please take notice that Trust Automation and Trust Children’s Center(“Company”) collects certain personal information about you. This Notice describes the categories of personal information the Company collects and the purposes for which they are used in accordance with the California’s California Consumer Privacy Act (“CCPA”) and California Privacy Rights Act (“CPRA”).

 

The law provides California applicants and employees with certain rights with respect to the personal information collected from them, including the right:

 

  • To delete personal information.
  • To correct inaccurate personal information.
  • To access personal information.
  • To know what personal information is sold or shared and to whom.
  • To opt out of selling or sharing of personal information.
  • To limit use and disclosure of sensitive personal information.
  • Not to be discriminated or retaliated against for exercising rights under the law.

 

The Personal Information That We Are Collecting. We are collecting the following personal information:

 

  • Identifiers, such as name, government-issued identifier (e.g., Social Security number), and unique identifiers (e.g., employee ID);
  • Personal information, such as real name, signature, SSN, physical characteristics or description, address, telephone number, passport number, driver’s license or state identification card number, passport number, federal identification authorizing work in the United States, access and/or passcodes, insurance policy number, education, employment, employment history, bank account number, other financial information, medical information, or health insurance information;
  • Characteristics of protected classifications under California or federal law, such as age, marital status, gender, sex, race, color, disability, citizenship, primary language, immigration status, military/veteran status, disability, request for leave, and medical conditions;
  • Commercial information, such as transaction information and purchase history (e.g., in connection with travel or other reimbursements or purchases from Company);
  • Internet or network activity information, such as browsing history and interactions with our online systems and websites;
  • Geolocation data, such as device location from usage of the Company’s devices;
  • Biometric information related to access to the Company’s secured access points;
  • Audio, electronic, visual, and similar information;
  • Professional or employment-related information, such as work history and prior employer;
  • Non-public education information;
  • Inferences drawn from any of the personal and sensitive personal information listed above to create a profile or summary about, for example, an individual’s preferences and characteristics.

 

 

Personal information does not include:

  • Publicly available information from government records.
  • Information excluded from the CCPA’s scope, like:
    • health or medical information covered by the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and the California Confidentiality of Medical Information Act (CMIA) or clinical trial data;
    • personal information covered by certain sector-specific privacy laws, including the Fair Credit Reporting Act (FRCA), the Gramm-Leach-Bliley Act (GLBA) or California Financial Information Privacy Act (FIPA), and the Driver’s Privacy Protection Act of 1994.

 

The Company does not currently employ, or anticipate employing, anyone under 16 years of age, the Company does not collect any personal information related to anyone under 16 years of age.

 

Where We Get Your Information From. The Company collects information about you from the following sources:

  • You;
  • Prior employers, references, recruiters, job-related social media platforms;
  • Third-party sources of demographic information;
  • Third-party companies, such as background check companies, drug testing facilities, licensing and credentialing organizations;
  • Claim administrators and investigators.

 

Depending on Company’s interactions with you, the Company may or may not collect all of the information identified about you.

 

How Your Personal Information is Used. We may use personal information for the following purposes:

 

  • Recruiting and retaining employees.
  • Collecting and processing employment applications, including confirming eligibility for employment, background and related checks, and onboarding.
  • Employee benefit plan and program administration.
  • Leave of absence administration.
  • Compensation administration and compliance, including payroll, bonuses, reimbursements, etc.
  • Maintaining personnel records and complying with record retention requirements.
  • Communicating with employees and/or employees’ emergency contacts and plan beneficiaries.
  • Facilitating and administering the use of Company’s property and resources, including Company’s information systems, electronic devices, network, and data, and preventing unauthorized access of such.
  • Workplace health and safety compliance.
  • Ensuring employee productivity and adherence to the policies.
  • Investigating complaints, grievances, and suspected violations of policy.
  • Complying with applicable state and federal laws, including labor, employment, tax, benefits, workers compensation, disability, equal employment opportunity, workplace safety and related laws.
  • Exercising and defending legal claims.
  • Any other purposes authorized by the California Privacy Protection Agency, California law, or federal law.

 

The Company may or may not have used personal information about you for each of the above purposes.

 

The Company will retain your personal information no longer than is reasonably necessary to comply with the business or commercial purposes stated above or as required by law.

 

Sharing of Personal Information.  The Company may share personal information with third parties in connection with the performance of our services and business operations, as permitted or required by applicable law. For example, we work with third parties that provide services to us and partner with third parties to develop, operate, deliver, maintain, improve, enhance, and protect our services and in connection with other operations. Those parties can include, but are not limited to:

 

  • Website hosting or information technology consulting service providers;
  • Data analysis service providers;
  • Legal service providers;
  • Accounting service providers;
  • Administrative service providers;
  • Security service providers;
  • Application service providers;
  • Benefits providers;
  • Occupational health providers;
  • Insurance providers;
  • Travel service providers;
  • Payroll service providers;
  • Telecommunications and messaging services.

 

We may also disclose your personal information for other purposes permitted by law such as to:

 

  • Comply with applicable laws;
  • Respond to governmental inquiries or requests;
  • Comply with valid legal or administrative processes.

 

The Company does not sell any personal information the third parties.

 

Employee Rights Related to Personal Information.  The CCPA and CPRA provides consumers with specific rights related to their personal information collected by a business. This section describes those rights and explains how to exercise those rights.

 

Access and Data Portability Rights.  You have the right to request that the Company disclose certain information about its collection and use of your personal information over the past 12 months. Once the Company receive and confirms a verifiable consumer request, the Company will disclose:

 

  • The categories of personal information collected about you.
  • The categories of sources for the personal information collected about you.
  • The business or commercial purpose for collecting your personal information.
  • The categories of third parties with whom we shared your personal information.
  • The specific items of personal information collected about you.
  • If the Company disclosed your personal information for a business purpose, a list identifying the personal information categories that each category of recipient obtained.

 

Deletion Request Rights.  You have the right to request that the Company delete any of your personal information that Company has collected and retained, subject to certain exceptions. Once the Company receives and confirms a verifiable consumer request, Company will delete your personal information from its records, unless an exception applies.

 

Specifically, we may be unable to delete personal information if retaining the information is necessary to:

  • Complete the transaction for which we collected the personal information, provide a good or service that you requested, take actions reasonably anticipated within the context of our ongoing business relationship with you, or otherwise perform our contract with you.
  • Detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity, or prosecute those responsible for such activities. Debug products to identify and repair errors that impair existing intended functionality.
  • Exercise free speech, ensure the right of another consumer to exercise their free speech rights, or exercise another right provided for by law.
  • Comply with the California Electronic Communications Privacy Act (Cal. Penal Code § 1546 seq.).
  • Engage in public or peer-reviewed scientific, historical, or statistical research in the public interest that adheres to all other applicable ethics and privacy laws, when the information’s deletion may likely render impossible or seriously impair the research’s achievement, if you previously provided informed consent.
  • Enable solely internal uses that are reasonably aligned with consumer expectations based on your relationship with us.
  • Comply with a legal obligation.
  • Make other internal and lawful uses of that information that are compatible with the context in which you provided it.

 

Exercising Access, Data Portability, and Deletion Rights.  To exercise your access, data portability, and deletion rights described above, please submit a verifiable consumer request to the Company by one of the following methods:

 

Email:       hr@trustautomation.com

Mail:          Trust Automation Human Resources

                  125 Venture Drive, Suite 110

San Luis Obispo, CA 93401

 

Only you or a person registered with the California Secretary of State that you authorize to act on your behalf may make a verifiable consumer request related to your personal information. A parent or guardian may make a verifiable consumer request related to a minor’s personal information.

 

Non-Discrimination.  The Company will not discriminate against an Employee for exercising any of their CCPA or CPRA rights.

 

Contact Information

If you have any questions or comments about this Notice, the ways in which we collect and use your personal information, please do not hesitate to contact us at:

 

 

Email:       hr@trustautomation.com

Mail:          Trust Automation Human Resources

                  125 Venture Drive, Suite 110

San Luis Obispo, CA 93401

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Trust Automation’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

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Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
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  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
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  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
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