Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist is an individual contributor responsible for delivering a high-quality, end-to-end customer experience. This role executes daily customer service activities, including order processing, quotations, RMAs, documentation, and customer communication.

The Specialist works closely with Sales, Operations, Finance, and Engineering to ensure accuracy, responsiveness, and customer satisfaction.

Key Responsibilities

• Customer Service Execution
• Process customer orders, quotes, and RMAs accurately and within established turnaround times.
• Communicate proactively with customers regarding order status, requirements, and resolutions.
• Ensure compliance with corporate booking, revenue, quality, and export control policies.
• Maintain complete and accurate documentation within CRM and ERP systems.

• Issue Resolution & Coordination
• Take ownership of assigned customer issues and drive timely resolution within defined authority.
• Collaborate cross-functionally to resolve order, pricing, delivery, or documentation issues.
• Escalate complex or high-risk issues to the Supervisor as appropriate.

• Systems & Data Accuracy
• Utilize CRM, ERP, and customer portals (e.g., Exostar, Ariba) to manage customer activity.
• Ensure data integrity, completeness, and accuracy across all customer transactions.

• Process Awareness & Improvement
• Identify recurring issues, gaps, or inefficiencies impacting customer experience.
• Suggest process improvements to the Supervisor or management.
• Adhere to standardized workflows and service expectations.

• Professional & Quality Standards
• Demonstrate professionalism, accountability, and attention to detail in all communications.
• Comply with Company Safety Policies and Quality Management Systems.
• Support Maury Microwave's values through consistent, high-quality customer interactions.

Key Performance Indicators (Individual)

• Timeliness and accuracy of orders, quotes, and RMAs
• Responsiveness to customer inquiries
• Quality and completeness of documentation
• Customer satisfaction feedback related to assigned accounts
• Adherence to process and compliance requirements

Equal Employment Opportunity Statement

Maury Microwave is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and do not discriminate in employment decisions on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, sexual orientation, marital status, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local laws.

Maury Microwave also provides reasonable accommodation to qualified individuals with disabilities and to employees with sincerely held religious beliefs, in accordance with applicable law.