Customer Relations Specialist

Customer Relations Specialist

Cedar Rapids, IA

Overview

Position Type Full Time

Description

Role Summary

The Customer Relations Specialist plays a critical role in customer satisfaction, order accuracy, and on-time delivery performance. This position serves as a primary day-to-day contact for customers, managing order communications, expediting requests, pricing accuracy, and shipment updates. The role helps build strong customer relationships through responsiveness, accuracy, and professionalism, contributing directly to customer retention and profitable growth.

This role reflects ESP's Ownership Culture by demonstrating accountability, responsiveness, and continuous improvement in every customer interaction.

Core Expectations for All Employees

All employees are expected to:

• Deliver high-quality work within established timelines
• Work both independently and collaboratively
• Communicate proactively and professionally
• Provide excellent service to internal and external customers
• Demonstrate accountability and ownership mindset
• Contribute positively to team and company culture

Essential Job Functions

Customer Order & Delivery Support

• Manage customer order acknowledgements and confirmations
• Respond promptly to expedite requests, order changes, and status inquiries
• Coordinate with internal teams and suppliers to support on-time delivery (OTD)
• Monitor open orders and proactively communicate risks or delays
• Identify opportunities to upsell
• Track and follow through on customer requests to completion

Customer Communication

• Serve as a primary contact for customer calls and emails
• Provide accurate and timely information on orders, shipments, and changes
• Maintain a professional, positive, and solution-focused tone
• Handle customer questions and complaints with urgency and care
• Reinforce customer confidence and long-term relationships

Pricing & Order Accuracy

• Review customer purchase orders for pricing accuracy
• Correct pricing discrepancies and misaligned order entries
• Communicate pricing issues and updates clearly to customers
• Communicate with Warehouse on inventory and transportation requirements
• Partner with internal teams to process returns/exchanges
• Partner with internal teams to ensure pricing integrity

Continuous Improvement & Knowledge Development

• Build working knowledge of products, suppliers, and customer requirements
• Participate in training, workshops, and professional development
• Stay current on tools, processes, and best practices
• Strategize on opportunities to deplete slow moving or dead inventory

Core Competencies

• Strong customer service orientation
• Clear written and verbal communication skills
• Attention to detail and accuracy
• Accountability and follow-through
• Problem solving and critical thinking
• Ability to manage multiple priorities under time pressure
• Professional composure in high-demand situations
• Active listening skills
• Team collaboration mindset

Qualifications

Technical & Functional Skills

• Proficient in Microsoft Outlook, Word, and Excel
• Comfortable working in ERP and database systems
• Strong business writing capability
• Ability to interpret customer documents, pricing, and order details
• Working knowledge of basic math and business calculations (percentages, ratios, pricing)

Education & Experience

Required:

• Associate's degree or equivalent experience
• 2+ years of customer-facing or customer support experience

Preferred:

• Experience in order management, inside sales support, or customer operations
• Experience working with ERP/order systems

Working Conditions & Physical Requirements

The work environment is typically office-based with quiet to moderate noise levels. Physical requirements, to perform the essential job functions include:

• Regular sitting, computer use, and phone communication
• Frequent typing and data entry
• Occasional standing and walking
• Occasional travel with overnight stays may be required

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Disclaimer

This job description reflects the general nature and level of work performed in this role and is not intended to be a complete list of all responsibilities. Duties may change based on business needs. Engineered Seal Products is an equal opportunity employer.