Customer Support Specialist

Job Description

Job Description

FLSA Status: Non-Exempt
Location: Dublin, OH
Reports To: Customer Service Manager

Position Summary

Kinetics Noise Control is seeking a detail-oriented and customer-focused Customer Service Representative to support the order management process and deliver exceptional service to customers, sales representatives, and internal stakeholders. This role is responsible for accurately processing customer orders, coordinating with Engineering, Purchasing, Scheduling, Manufacturing, and Accounting, and providing timely communication regarding order status, lead times, and customer inquiries. The Customer Service Representative plays a critical role in ensuring a positive customer experience while supporting efficient operations and on-time delivery.

Key ResponsibilitiesCustomer Support & Communication

• Respond promptly and professionally to inbound customer calls and emails from outside sales representatives, distributors, retailers, and end users.
• Provide accurate information regarding product availability, lead times, order status, scheduling updates, and customer inquiries.
• Proactively communicate with customers and sales representatives regarding requirements, expedite requests, order changes, complaints, and other service-related matters.
• Build and maintain positive customer relationships through responsive and solution-oriented service.

Order Management & Processing

• Enter and process customer orders accurately and efficiently within company systems.
• Review customer purchase orders and supporting documentation to ensure all required information is complete.
• Backlog purchase orders for non-standard products and route orders to Engineering for review and release.
• Ensure order acknowledgements are generated and sent to customers in a timely manner once scheduled ship dates are established.
• Process order modifications, cancellations, and other customer-specific requests while coordinating with internal teams.

Cross-Functional Coordination

• Serve as a liaison between Customer Service, Engineering, Purchasing, Scheduling, Manufacturing, Logistics, and Accounting to ensure customer requirements are met.
• Facilitate communication between departments to resolve order-related issues and support on-time delivery.
• Follow up on customer payment requirements and account status prior to releasing orders for production.
• Coordinate carrier selection and routing according to customer instructions or company shipping guidelines.

Customer Account Administration

• Process OEM customer orders and maintain required updates through customer web portals.
• Maintain customer account information and communicate account changes to Accounting.
• Monitor taxable customer accounts and notify Accounting of applicable sales tax changes.
• Assist with customer documentation, account maintenance, and order records management.

Shipping, Returns & Issue Resolution

• Prepare Return Material Authorizations (RMAs) following required approvals.
• Assist customers with address changes, shipment tracking, freight claims, and recovery of lost or damaged shipments.
• Coordinate with the Logistics Manager to investigate shipping discrepancies and file freight claims when necessary.
• Communicate revised ship dates and late shipment notifications to customers as required.

Documentation & Administrative Support

• Maintain accurate customer records, order notes, and shipment information within company systems.
• Ensure open order and shipping documentation is properly filed and maintained.
• Support departmental reporting requirements and continuous process improvement initiatives.
• Perform other duties and responsibilities as assigned.

QualificationsRequired

• Minimum of 3 years of customer service, order management, inside sales, or related experience, preferably within a manufacturing environment.
• Strong verbal and written communication skills with a customer-focused mindset.
• Exceptional attention to detail and accuracy in data entry and documentation.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
• Ability to work independently while maintaining strong collaboration across departments.

Preferred

• Bachelor's degree from an accredited college or university, or an equivalent combination of education and experience.
• Experience working within a manufacturing, industrial, or engineered-products environment.
• Experience using Infor Visual ERP or similar ERP systems.
• Knowledge of order processing, logistics coordination, and customer account management.

Key Success Profile

• Strong customer service orientation with a sense of urgency and responsiveness.
• Highly organized with excellent follow-through and attention to detail.
• Ability to effectively navigate cross-functional relationships and resolve issues.
• Adaptable and comfortable managing changing priorities.
• Commitment to delivering a positive customer experience while supporting operational excellence.

Equal Employment Opportunity

Kinetics Noise Control is an equal opportunity employer committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law.