Customer Service & Fulfillment Specialist

Customer Service & Fulfillment Specialist

The Customer Service & Fulfillment Specialist is the key point of contact in managing the customer relationship throughout the order management and fulfillment process primarily through proactive communication of order status and expectations and actively resolving customer technical and logistical issues. The Customer Service Specialist reviews incoming purchase orders and customer email communication in detail to facilitate the resolution of the customer inquiry either via distribution to the proper department(s) for processing or by taking ownership of the issue through resolution.

Responsibilities:

• Interpret and understand purchase order directions, including clarification and communication to the customer and internal departments when necessary.
• Serve as key point of contact in managing the customer relationship throughout the order management and fulfillment process.
• Navigate a shared email box, as well as customer portals, to find requests for quotes and enter new RFQ's in D365.
• Navigate a shared email box, as well as customer portals, to find and download purchase orders.
• Navigate a shared email box to distribute and/or respond to customer communications. This communication should be timely, courteous, and professional.
• Acknowledge receipt of purchase orders within customer portals as necessary.
• Assist with changes/updates to sales orders and purchase orders when necessary.
• Engage necessary resources to resolve order fulfillment issues when they arise.
• Assist with following order fulfillment process for product availability and production determination.
• Demonstrate superior customer service through written and verbal communication in a professional manner.
• High level interaction with all levels of department representatives, both internally and externally.
• Proactively communicate status and order expectations to customers.
• Reactively resolve any customer logistical issues.
• Responsive to customers through prompt follow-up to order need, inquiries and issues.
• Assist sales and service departments with questions.
• Assist customers with order acknowledgements, status and questions.

Positional Requirements & Qualifications

Education & Experience:

• D365 experience preferred but not required. High School diploma, College degree (preferred) • Experience in customer service or administrative role addressing business processes and customer needs within customer service and order fulfillment processes. (preferred)

Skills & Abilities:

• Strong attention to detail and commitment to process accuracy and flawless execution.

• Excellent communication and collaboration skills across departments.

• Problem-solving mindset and ability to navigate complex customer situations calmly and effectively.

• Customer focused attitude (internal/external) with service recovery experience

• Highly organized

• Self-directed learner

• Effective time management

• Detail oriented

• Must be able to travel and have a clear driving record in accordance with company driving guidelines

• Clear background check and drug/alcohol screening

Essential Physical Functions:

• Lifting up to 25 pounds
• Bending, stooping, ability to stand for extended periods of time
• Must be able to travel and have a clear driving record in accordance with company driving guidelines

This job description is intended to describe the general nature and level of the work being performed. This is not an exhaustive list of all duties and responsibilities. The company reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.