CUSTOMER SERVICE SPECIALIST

Overview

Customer Service Specialist will ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires. Special focus on order management and responsible for overseeing the end-to-end order fulfillment process, including order entry, tracking, and customer communications. This role requires an initiative-taking individual with effective communication skills and the ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Order Processing: Receive and accurately process customer orders, ensuring correct product selection, pricing, and shipping details.
• Order Tracking & Follow-up: Monitor the status of open orders, communicate with internal teams (e.g., warehouse, purchasing, production, logistics, finance) to ensure timely processing and shipment.
• Customer Communication: Serve as point of contact for order-related inquiries, providing updates on order status, shipping timelines, and addressing any issues or concerns.
• Problem Resolution: Identify and resolve any issues related to order discrepancies, delays, or missing information in a timely and customer-friendly manner.
• Documentation: Maintain accurate and up-to-date records of all orders, including tracking information, changes, and updates in the order management system (OMS).
• Cross-functional Collaboration: Work closely with the Sales, Logistics, Purchasing, and Inventory teams to ensure orders are processed efficiently.
• Continuous Process Improvement: Identify opportunities to streamline the order management process and recommend improvements to enhance efficiency and customer satisfaction.
• Participates in training classes as scheduled by Department Manager.
• Utilizes tools, manuals, reference materials, and catalog to improve technical & product knowledge.
• Cross trains in all aspects of Customer Service Department.
• Demonstrates Enthusiasm - be a positive and encouraging presence in the office.
• Other duties as assigned.

Qualifications

• High School diploma or GED. Bachelor’s degree in business administration, Supply Chain Management, or related field preferred.
• 3+ years experience in order management, customer service, logistics, or related fields.
• Inside Sales experience a plus.
• Contact Center environment experience (parts/products industry, non-service industry)
• Sales order system and order entry experience required.

 

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

 

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.

 

EEO Statement

 

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

 

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