Customer Service & Sales Support Specialist

Job Description

Job Description

In this high-impact Customer Support Lead role, you are the central hub between Sales, Production, Planning, Quality, Shipping, and Finance. You don’t just manage orders, you own the customer experience from order entry through delivery, ensuring speed, accuracy, communication, and follow-through at every step.

If you thrive in a fast-paced manufacturing environment, love solving problems before they escalate, and take pride in keeping operations and customers aligned, you’ll excel here.

Key Responsibilities

Customer Relationship Management

• Act as the primary point of contact for customer inquiries, order updates, product questions, and issue resolution

• Build strong, trusted relationships through proactive, professional communication

• Resolve complaints and escalations with urgency and accountability

• Keep customers informed, confident, and supported at every stage

• Translate customer needs and priorities to internal teams with clarity

Order Management & Administration

• Enter and manage customer orders accurately within ERP systems

• Review pricing, product specs, and delivery requirements for completeness

• Track orders end-to-end to ensure on-time delivery performance

• Manage order changes, returns, credits, and special requests

• Support contract review and order acknowledgment processes

Inventory & Operational Coordination

• Monitor inventory levels to support customer demand and delivery commitments

• Partner with Production Planning, Manufacturing, and Shipping to avoid delays

• Identify risks early and escalate supply or scheduling issues proactively

• Support forecasting and demand planning activities

• Help maintain inventory accuracy and reporting integrity

Reporting & Data Accuracy

• Generate weekly, monthly, and ad hoc reports on orders, service metrics, and inventory

• Analyze trends and highlight opportunities for improvement

• Maintain accurate ERP/CRM data and documentation

• Build insights that support better decision-making across teams

Process Improvement & Leadership

• Identify process gaps and recommend improvements to workflows and communication

• Support onboarding and mentoring of team members when needed

• Participate in cross-functional initiatives and operational projects

• Champion a customer-first, accountability-driven culture

Other duties as assigned.

What You’ll Bring

Education & Experience

• High School Diploma required; Associate degree preferred (Business, Supply Chain, Operations, or related field). Equivalent combinations of education, training, and relevant experience will also be considered. 

• 3+ years in customer service, order management, sales support, or manufacturing environment

• Experience with ERP/MRP systems strongly preferred

• Background in industrial, manufacturing, automotive, or technical environments is a plus

Knowledge, Skills & Abilities

• Strong customer-first mindset with a focus on responsiveness and relationship-building

• Clear, confident communicator (written and verbal)

• Highly organized with the ability to manage multiple priorities at once

• Strong problem-solving skills with sound judgment under pressure

• Detail-driven with high accuracy in data entry and order processing

• Proficient in Microsoft Office (Excel, Word, Outlook, PowerPoint)

• Comfortable working across ERP/CRM/order management systems

• Ability to interpret orders, reports, schedules, and customer specifications

• Self-starter who thrives independently and collaboratively

This is more than customer service—it’s the operational heartbeat of the customer experience. Every order you manage, every issue you solve, and every update you deliver directly impacts customer trust and business performance.