Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist will serve as a global customer base in conjunction with the Program Management team and will be the primary interface to designated customers and all internal stakeholders to provide the best customer experience possible.

Location(s): Tallman, NY, Ashburn, VA, or Tewksbury, MA

Hourly Rate: $26.00 - $34.00

Please note that the salary range information provided is a general guideline only, reflecting a position based in New York, Virginia and Massachusetts. Criteria such as the candidate's qualifications and relevant experience, the scope of the specific position, as well as market and business considerations will be evaluated when extending an offer.

Your Challenge:

• Precise and prompt entry of complex customer purchase orders, including production orders and repair orders
• Tracking and expediting internal contract reviews, planning reviews, and order acknowledgement/acceptance
• Customer portal management (Exostar, Arriba, etc.)
• In a timely manner, obtain end user statements, purchase order amendments, and deliver accurate order status from PO receipt to product shipment
• First line of support in interfacing with the customer for day-to-day issues, primary liaison between the customer and other internal departments
• Work with planning and finance teams to ensure product is ready and available at the expected lead times
• Day to day administration of the Order Management Desk inbox and purchase order log in MS SharePoint
• Work closely with Program Management to ensure customer satisfaction and drive activities that support the customer
• Participate in customer conference calls and meetings, standing in for Program Managers as required
• Responsible for communicating any changes to contractual delivery dates and working with the customer to provide schedule relief, as required
• Attend internal meetings to mitigate possible risks to on-time delivery performance
• Escalation of issues to management

What You Bring:

• Excellent organizational and interpersonal skills
• Superior order entry accuracy with the ability to read and enter complex purchase orders
• Customer-first mindset and delivering a world-class customer experience
• Superior communication, decision making and teaming skills, willing to go above and beyond for both internal and external customers
• Be adaptable and comfortable in a fast-paced, dynamic work environment
• Highly motivated, ability to coordinate tasks across multiple groups/sites
• Ability to collaborate closely with a dynamic team to solve problems and improve processes
• Strong computer skills including MS-Office, MRP and CRM systems (SAP or MS Dynamics knowledge a benefit)
• Understanding of International Traffic in Arms Regulations (ITAR) processes and associated export policies and restrictions
• Bachelor's Degree or equivalent
• Experience in Order Management or related experience in customer

Representative Qualifications:

• Strong communication skills (both verbal and written), with the ability to effectively engage with customers and internal teams.
• Attention to detail and organizational skills.
• Ability to work collaboratively with cross-functional teams, including technical and sales departments.