Customer Service Specialist

SUMMARY:

Provides internal and external customer support by accurately processing orders, coordinating order requirements, and resolving questions or discrepancies. Collaborates across departments to support accurate information flow, delivery commitments, and customer needs.

RESPONSIBILITIES:

Order Review and Processing

• Review purchase orders to confirm that all required information is complete and accurate.
• Obtain missing order information by working with customers and internal departments.
• Enter pertinent customer and order information accurately into applicable systems.
• Process orders in accordance with established requirements.

Customer Communication and Service

• Review information provided in RFQs and prepare accurate quotes.
• Communicate issues or delays that may affect shipment dates.
• Respond to customer inquiries regarding order status, freight rates, price-list quotes, product information, and discrepancies.
• Provide timely, accurate information in response to identified customer needs.
• Maintain professional and collaborative customer relationships.

Order and Shipment Coordination

• Verify raw-material schedules with Purchasing.
• Coordinate shipments with customers based on raw-material availability, production capacity and status, project schedules, and delivery requirements.
• Communicate relevant order and delivery information to support aligned customer expectations.

Cross-Functional Collaboration

• Relay customer order changes and clarification requests to Engineering and Production.
• Work with internal departments to resolve order-related questions and missing information.
• Support accurate and timely communication among customers, Purchasing, Engineering, Production, and other involved departments.

Other Duties

• Perform other duties within the scope of this role as assigned by management in alignment with the employee's skills and organizational needs.

COMPETENCIES:

Tier 1 - Core Performance Drivers

• Accountability - Takes responsibility for commitments and outcomes.
• Communication - Conveys clear, audience-appropriate information and fosters dialogue.

Tier 2 - Strategic & Cultural Impact

• Collaboration - Works jointly with others to achieve shared goals.
• Prudence - Exercises sound judgment and care in decision-making, balancing speed with thoughtful analysis.

Tier 3 - Adaptability & Innovation

• Service - Focuses on customer needs and solutions.

QUALIFICATIONS:

Education: High school diploma or equivalent.


Experience and/or Training: One year of customer service experience.


Licenses/Certificates: None required.


Technology/Equipment: Proficiency working with the Microsoft Office suite.

PHYSICAL AND MENTAL DEMANDS:

BASED ON JSA

WORKING ENVIRONMENT:

Indoor, temperature-controlled office environment with minimal identified hazards.

EMPLOYER EXPECTATION:

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions. This job description reflects typical requirements and conditions encountered while performing the role.