Customer Service Specialist

Job Title: Specialist, Customer Services

Job Summary/Overview

The Specialist, Customer Services provides support to Customer Service and the Sales Department including exceptional, courteous, and efficient customer service with timely responses to customer inquiries/problems, accurate data entry and customer order processing, and communication of product information; in accordance with company policies and procedures.

Essential Duties and Responsibilities

• Provide exceptional, courteous, and responsive customer service via phone and email regarding order inquiries, pricing, delays, and product information.
• Accurately enter customer orders & order changes into the computerized system according to established procedures.
• Identify and process Canadian, rush, and drop-ship orders as required.
• Enter part numbers, pricing, and shipping changes on active orders and distribute change notifications to appropriate departments (Production, Purchasing, & Shipping).
• Coordinate with Purchasing, Planning, Materials, Production, Test, and Shipping to ensure parts availability and on-time delivery.
• Track shipments and provide Proof of Delivery to customers when requested.
• Maintain accurate customer account data including addresses and shipping instructions.
• Assist with order entry overflow and support departmental workflow as business needs require.
• Prepare and provide customer quotations by responding to sales opportunities, technical component requests, and pricing inquiries.
• Assist channel partners and end users in selecting appropriate products based on application and requirements.
• Collaborate with Planning, Engineering, Production, Sales, and Channel Partners on large or complex parts opportunities.
• Log, manage, prioritize, and follow up on quotation requests to support responsiveness and increased hit rates.
• Follow up on completed quotes as requested to support revenue growth and customer conversion
• Contribute to daily workflow management, backlog prioritization, and departmental responsiveness.
• Complete and maintain required documentation, records, and system updates.
• Assist with training, special projects, and continuous improvement initiatives within Customer Service.
• Follow all safety policies, work rules, and housekeeping standards.
• Perform other related duties as assigned.

Knowledge, Skills, Competencies, and Abilities

• Strong critical thinking, problem‑solving, and decision‑making skills to assess customer requirements, pricing scenarios, and order details; identify risks or discrepancies; and determine appropriate solutions within established procedures and timelines.
• Excellent verbal and written communication skills with the ability to engage effectively with internal and external customers and ask clear, effective clarification questions.
• High attention to detail with a strong focus on accuracy, quality, and audit compliance.
• Ability to manage multiple priorities, meet deadlines, and adapt between order processing and quotation responsibilities in a fast‑paced, high‑volume environment.
• Proficiency in ERP, CRM, document imaging systems, pricing tools, and Microsoft Office applications.
• Strong organizational and time‑management skills with consistent follow‑up.
• Ability to calculate pricing elements such as discounts, percentages, and basic cost structures.
• Ability to quickly learn, retain, and apply product knowledge, including part numbers and applications; knowledge of material handling products and electro‑mechanical devices preferred.
• Ability to work independently while collaborating effectively with cross‑functional teams.

Required Qualifications

• High school diploma
• 2+ years of Customer Service experience
• A combination of experience and education may be considered
• Associate degree from two-year college or technical school preferred

About Columbus McKinnon:

Columbus McKinnon is a leading worldwide designer, manufacturer and marketer of intelligent motion solutions that move the world forward and improve lives by efficiently and ergonomically moving, lifting, positioning and securing materials. Key products include hoists, crane components, precision conveyor systems, rigging tools, light rail workstations and digital power and motion control systems. We are focused on commercial and industrial applications that require the safety and quality provided by our superior design and engineering know-how. Columbus McKinnon is a publicly traded company that has been in business for almost 150 years – proud of our heritage, where we come from, and where we’re going. As Columbus McKinnon grows globally, so does our need for driven and inspired employees. Join our winning team!

Columbus McKinnon Corporation promotes a diverse and inclusive workforce and is an Equal Opportunity Employer that does not discriminate against employees or applicants for employment on the basis of race, color, national origin, ancestry, age, religion, sex, gender, gender identity, gender expression, sexual orientation, physical or mental disability, medical condition, genetic information, military or veteran status, marital status, or any other Federal or State legally-protected classes. We also value the safety of all associates and work hard to maintain a Drug Free Workplace.