Customer Service Specialist

Job Description

Company Information

RPM Industrial Coatings Group is home to 11 industry-leading coatings and finishing brands. Our dynamic portfolio includes liquid coatings, powder coatings, touch-up and repair products, sundries, adjuvants, and much more. You'll find our products around the globe in industries from architecture and automotive to farming, forestry, marine, and more.

RPM Industrial Coatings Group is part of RPM International Inc., a $7.3 billion global company with subsidiaries that are market and industry leaders in specialty coatings, sealants, building materials, and related services. From homes and workplaces to infrastructure and precious landmarks, RPM's brands are trusted by consumers and professionals alike to help build a better world.

Kop-Coat, Inc. is the world's leading supplier of innovative chemical products for the protection of farms, forests, and buildings. For over 25 years, Kopcoat has provided superior solutions to control and eliminate mold, decay, insects, water damage, and more. And we do it while providing outstanding service for our customers.

About the Opportunity

At Kop-Coat, Inc., exceptional customer service is more than answering questions; it's about making it easy for our customers to do business with us.

We are looking for a Customer Service Specialist to join our team and play a critical role in delivering the customer experience that differentiates Kop-Coat from our competitors. This position will manage the full customer order cycle, from order entry and fulfillment through shipping, invoicing, and receivables, while working closely with customers, sales, production, logistics, and our laboratory team.

This is also a unique opportunity to become a key resource for one of Kop-Coat, Inc.'s most important customer service functions. Working alongside an experienced customer service leader, you will learn established processes, develop expertise in customer-specific requirements, help document critical knowledge, and identify opportunities to standardize and improve how we serve our customers.

What You'll Do

• Manage customer orders from initial acceptance through fulfillment, shipping, invoicing, and collection, ensuring accuracy throughout the process.
• Enter and maintain orders with accurate pricing, product information, quantities, and shipping terms.
• Serve as a responsive and professional point of contact for customers, sales representatives, and service teams, resolving questions and issues efficiently.
• Coordinate production, scheduling, and shipments with the Corsicana facility and third-party tolling partners.
• Monitor orders throughout the fulfillment process and proactively communicate status updates, potential delays, and other issues.
• Prepare freight estimates and coordinate logistics by evaluating delivery requirements, destinations, carrier options, and other shipping considerations.
• Build strong, collaborative relationships with customers and internal partners to support exceptional service and operational excellence.
• Partner with the laboratory team on raw material purchasing, order reconciliation, and customer shipping and receiving activities.
• Learn and document customer-specific processes, preferences, and historical account requirements to ensure continuity and consistency.
• Identify opportunities to streamline processes, improve communication, and increase efficiency across the order management workflow.
• Support the development of standardized processes and documentation that will strengthen the team's ability to serve customers effectively over the long term.

What You'll Bring

• High school diploma or equivalent required; additional education or relevant training is a plus.
• 5+ years of experience in customer service, order management, inside sales, logistics, or a related field preferred.
• Strong attention to detail and a high degree of accuracy when working with orders, pricing, product information, and shipping details.
• Strong organizational and time-management skills, with the ability to manage multiple priorities and orders simultaneously.
• Excellent written and verbal communication skills.
• Ability to build productive relationships with customers and cross-functional internal teams.
• Strong problem-solving skills and the ability to handle complex or unusual customer requests with sound judgment.
• Comfortable working independently while knowing when to involve others to resolve an issue.
• Proficiency with Microsoft Office and the ability to learn and effectively use business systems and customer/order management applications.

What Success Looks Like

In this role, success means becoming a trusted resource for our customers and internal teams while ensuring orders move accurately and efficiently from beginning to end.

You will develop a deep understanding of our customers, products, processes, and logistics requirements; proactively identify and resolve issues; and help transform important institutional knowledge into documented, repeatable processes that position the team for continued success.

Why This Role Matters

This is an opportunity to join a critical function within Kop-Coat, Inc. at an important point in its evolution. You will work alongside an experienced customer service professional with deep knowledge of our customers and operations, giving you the opportunity to learn the business while making an immediate contribution.

For the right person, this role offers the chance to become a subject-matter expert in Kop-Coat Inc.'s customer and order management processes , build meaningful relationships across the organization, and have a direct impact on customer satisfaction and operational performance.

About Kop-Coat, Inc.

Kop-Coat, Inc. is focused on providing innovative wood preservation solutions and exceptional service to customers across North America. Our success is built on technical expertise, quality products, strong customer relationships, and a commitment to delivering solutions that meet our customers' needs.

Learn more about Kop-Coat, Inc. at Kop-Coat.com.