Customer Service Specialist

Job Description

Job Description

Position Summary:

The Customer Service Specialist (CSS) serves as the frontline liaison between customers and the manufacturing organization. This role is responsible for managing customer communications, processing orders, and ensuring timely and accurate fulfillment. The CSR works collaboratively with cross-functional teams—including Production, Planning, Logistics, and Sales—to deliver an exceptional customer experience. By maintaining professionalism, accuracy, and responsiveness, the CSR helps strengthen customer relationships and support organizational goals.

Position Requirements/Preferred Qualifications:

Education: Bachelor’s degree in Business, Marketing, Communications, or a related field preferred.

Candidates with a high school diploma or associate degree and 2+ years of relevant experience will also be considered.

Experience: 2+ years of Customer Service experience, preferably in a manufacturing or industrial setting.

Experience with ERP systems (preferably IFS) and CRM platforms (preferably Salesforce).

Experience in manufacturing or B2B order processing environment is a plus.

Skills: Strong oral and written communication skills.

Proficiency in Microsoft Office (Excel, Word, Outlook, Teams).

CRM experience (Salesforce or similar) preferred.

Strong attention to detail and ability to manage multiple tasks simultaneously.

Ability to work independently and collaboratively within a team.

Strong problem-solving abilities.

Essential Duties: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The duties listed below are representative of the knowledge, skill and/or ability required.

Essential Duties:

• Serve as the primary point of contact for customers via phone, email, or service ticketing systems.
• Provide accurate and timely information on order status, product availability, pricing, and delivery schedules.
• Ensure all customer communications are handled with courtesy and professionalism.
• Enter and process customer orders accurately and efficiently within the ERP system.
• Handle customer requests for order changes, returns, and credits in accordance with company policies.
• Collaborate with internal departments to confirm order details, production timelines, and shipping arrangements.
• Investigate and resolve routine customer inquiries, including delivery delays, invoice discrepancies, or documentation needs.
• Escalate complex or unresolved issues following established escalation protocols.
• Communicate proactively with customers regarding order status changes or potential issues.
• Maintain detailed and accurate records of all customer interactions, orders, and correspondence.
• Ensure all data entries and documentation adhere to Standard Operating Procedures (SOPs).
• Perform regular reviews of order accuracy to minimize errors and rework.
• Gather insights from customers regarding recurring issues or improvement opportunities.
• Report customer feedback and trends to the Team Lead or Supervisor for review and action.
• Support process improvements to enhance customer satisfaction and operational efficiency.

Additional Position Responsibilities

• Communicate effectively across all levels of the organization to meet sales goals.
• Stay up to date with industry trends and attend relevant training.
• Work independently while collaborating with other departments to ensure customer satisfaction.
• Follow company policies, safety protocols, and contribute to continuous improvement efforts.

Desired Qualities/Attributes

• Strong organizational skills with the ability to manage multiple priorities.
• Results-driven with a proactive approach to problem-solving.
• Customer-focused mindset with the ability to build strong relationships.
• Ability to adapt to changing priorities and work effectively under pressure.
• Strong teamwork and collaboration skills.