Customer Service Specialist

Customer Service Specialist

Location: Burlington, NJ
Salary: $60,000 - $80,000 (Based on Experience)
Job Type: Full-Time | Direct Hire

About the Opportunity

Our client, a leading manufacturing organization, is seeking a Customer Service Specialist to join their Supply Chain and Customer Service team. This role is responsible for managing customer orders, preparing quotations, coordinating order fulfillment, and ensuring exceptional customer satisfaction through timely and accurate communication.

The ideal candidate is highly organized, detail-oriented, and customer-focused, with the ability to thrive in a fast-paced manufacturing environment. This position serves as a key liaison between customers and internal departments including Sales, Production, Planning, Warehousing, and Distribution.

Key Responsibilities

Customer Order Management

• Enter and process customer purchase orders accurately within the ERP system
• Review orders for pricing, product specifications, quantities, shipping instructions, and requested delivery dates
• Verify inventory availability and coordinate with Planning teams when shortages occur
• Manage order changes, revisions, and cancellations
• Ensure accuracy and integrity of customer and order data

Quotation & Pricing Support

• Prepare and distribute customer quotations
• Coordinate pricing approvals with Sales and Management teams
• Track and follow up on open quotations
• Maintain accurate quotation records within the ERP system
• Convert approved quotations into customer orders

Order Fulfillment & Logistics Coordination

• Monitor customer orders from entry through shipment
• Ensure orders are delivered On Time and In Full (OTIF)
• Identify potential delivery issues and proactively communicate solutions to customers
• Coordinate expedited shipments as needed
• Investigate and resolve shipping discrepancies

Customer Relations

• Serve as the primary point of contact for assigned customer accounts
• Respond promptly to inquiries regarding:
  • Order status
  • Product availability
  • Pricing
  • Shipping schedules
  • Freight information
  • Returns and credits
• Deliver professional, responsive, and solution-oriented customer service

Cross-Functional Collaboration

• Partner with warehouse teams to prioritize shipments and delivery schedules
• Coordinate inventory and order fulfillment with off-site distribution centers
• Work closely with Production Planning to manage customer priorities and delivery commitments
• Communicate schedule changes and escalate critical issues when necessary

Inventory & Performance Support

• Monitor inventory availability and allocation requirements
• Assist with backorder management and customer inventory commitments
• Track customer service metrics and on-time delivery performance
• Support customer scorecard initiatives and root cause analysis for service issues

Documentation & Reporting

• Maintain accurate customer records and documentation
• Process returns, credits, and adjustments
• Manage shipping documentation and records
• Prepare reports and customer updates as requested

Qualifications

Education

• Associate's or Bachelor's degree in Business, Supply Chain Management, or a related field preferred
• Equivalent professional experience will be considered

Experience

• 2+ years of customer service experience, preferably within a manufacturing environment
• Experience with order entry, shipment coordination, and customer account management
• Strong ERP system experience required

Technical Skills

• Epicor Kinetic ERP (preferred)
• Microsoft Excel
• Microsoft Outlook
• Microsoft Office Suite

What We're Looking For

• Strong attention to detail and organizational skills
• Excellent communication and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced environment
• Customer-focused mindset with a commitment to service excellence
• Experience working collaboratively across multiple departments

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