Customer Service Specialist

Job Schedule Monday - Friday, 8:00 AM to 5:00 PM Summary The CSS is responsible for handling and improving all phases of customer interaction for the assigned customers or customer teams, including managing and responding to customers in a manner that builds strong customer relations and ensures alignment with MNP's core values of compassion, dedication, humility, integrity, and trust. This role requires a high degree of independent judgment and responsibility in handling complaints, resolving issues, and providing guidance and direction to distribution personnel and traffic. Working in tandem with multiple departments and personnel, this role is paramount to building and maintaining excellent customer relations. Responsibilities Respond to the needs of customers via phone calls, email, or other approved sources. Investigate and resolve complex customer complaints and issues. Track and chart delivery to customers; analyze data and identify areas for improvement. Schedule daily shipments by interacting with traffic and distribution personnel. Print shippers and send ASNs. Investigate cumulative discrepancies and resolve issues. Chart errors, investigate, find root causes; recommend changes in processes and implement them as needed. Analyze customer data and provide forecasting data to appropriate parties. Support other CSS personnel and provide off‑hours issue support as needed. Lead stock pullers to pick products, intervene when products are in high demand or behind schedule. Train other CSS to support specific customers; participate in cross‑training to learn other customers' requirements and departments' processes and practices. Provide feedback to relevant managers and departments to foster a positive work environment. Set the example of professionalism and cooperation. Other responsibilities as needed or assigned. Essential skills required for success at MNP Adaptable / flexible Life‑long learning Compassion Communication Listens well Dedication Dependable / reliable Problem‑solving Humility Follows directions Self‑motivation Integrity Honesty Teamwork Trust Additional skills and/or experience required for success in the role Bachelor's degree in business, marketing, communications, or equivalent experience in a customer‑facing role, preferably OEM/automotive related. Strong leadership and interpersonal skills. Ability to analyze data, identify trends, and develop effective solutions. Proficiency in Microsoft Excel and Word; excellent computer skills. Demonstrated ability to work independently with minimal supervision, exercising independent judgment and discretion while maintaining professionalism and decorum. Strong problem‑solving and conflict resolution skills. Excellent communication skills—written and verbal. Able to handle constant change; able to prioritize and manage time. Prefer knowledge of OEM quality and delivery KPIs. Prefer knowledge of OEM customer‑interfacing software / EDIs. Able to pass a pre‑employment, post‑offer physical, drug screen. Able to pass a background check. Benefits Along with competitive pay, MNP offers employees BCBS medical, dental and vision insurance; company‑paid life insurance; flexible spending account; short‑term and long‑term disability; 401(k) and 401(k) match; discretionary profit‑sharing; Aflac products; a health clinic onsite in Utica; optional employee wellness activities; onsite personalized retirement counseling; employee referral bonuses; access to tickets for Jimmy John's Field; volunteer opportunities; employee recognition programs; staff discounts; and employee social activities. EEO Statement This job description is not intended to be inclusive of all assigned duties, responsibilities or aspects of the job described, and may be amended at any time at the sole discretion of the company. We are an equal opportunity employer and a second chance employer. We give consideration for employment to all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, and any other related State or Federal protected classes or characteristics. #J-18808-Ljbffr EmergencyMD