Senior Customer Service Specialist

Senior Customer Service Specialist

We are seeking an experienced Senior Customer Service Specialist to join our growing team in Mahwah, NJ. This is an excellent opportunity for a customer-focused professional with a strong background in order management, ERP systems, and customer support within a manufacturing or distribution environment.

If you thrive in a fast-paced setting, enjoy solving problems, and are passionate about delivering exceptional customer service, we'd love to hear from you!

Key Responsibilities

• Manage the complete customer order lifecycle from order entry through shipment and billing.
• Process customer orders accurately using an ERP system.
• Prioritize and manage incoming customer emails and order requests.
• Monitor orders daily and proactively resolve issues that may delay processing or shipment.
• Maintain customer routing guides and monitor customer scorecards.
• Process orders received through email, EDI, website, Amazon, and other sales channels.
• Manage backorders and provide customers with timely order status updates.
• Coordinate the resolution of shipping issues, damaged shipments, freight claims, proof of delivery requests, and merchandise returns.
• Investigate and resolve pricing discrepancies, inventory issues, and order-related concerns.
• Communicate effectively with Sales, Purchasing, IT, Distribution, and other internal departments.
• Assist customers via phone and email with product questions, shipment inquiries, and order status.
• Build and maintain strong customer relationships by providing outstanding customer service.
• Support the sales team with customer account management.
• Cross-train with other departments and assist in documenting processes and procedures as needed.

Qualifications

• Minimum of 5 years of customer service and order management experience in an inventory-based manufacturing or distribution environment.
• SAP experience with order entry, inventory management, purchasing, shipping, or other business operations.
• Experience working with ERP (Enterprise Resource Planning) systems, including order management, inventory, accounting, production, sales, and purchasing. Experience with Microsoft Dynamics Navision or similar ERP systems is highly preferred.
• Manufacturing (MFG) experience with an understanding of manufacturing processes and inventory-based operations.
• Extensive high-volume order processing experience, including entering customer orders, tracking order status, coordinating with production and shipping, and ensuring timely, accurate deliveries.
• Experience processing and troubleshooting EDI orders.
• Intermediate to advanced proficiency in Microsoft Excel, Outlook, and Word.
• Strong organizational skills with exceptional attention to detail.
• Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.
• Knowledge of domestic and international shipping methods and related documentation.
• Understanding of credit terms and ISO requirements.
• Strong mathematical, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Customer-focused with the ability to build and maintain long-term relationships.
• Experience training team members and documenting procedures is a plus.

Education

• High School Diploma or GED required.
• Associate's or Bachelor's degree preferred.

Work Environment

• Onsite position in Mahwah, NJ.
• Professional office environment.
• Collaborative and team-oriented workplace.

Benefits

• Competitive salary starting at $68,000 annually
• Comprehensive benefits package
• Paid time off
• Opportunities for career growth and professional development