Customer Service Specialist

Description

Basic Function:  The Customer Service Specialist is responsible for providing exceptional service and support to our customers and sales representatives. This role requires a proactive, customer-focused individual with strong communication and problem-solving skills. The Specialist serves as a liaison between customers, sales, and operations to ensure a seamless and positive customer experience across all business segments.

Responsibilities and Duties:

1. Serve as a primary point of contact for customer inquiries via phone and email.
2. Receive, enter, and manage customer orders in accordance with company policies and procedures.
3. Provide accurate order status updates, shipping details, and follow-up communication to customers and sales representatives.
4. Process and manage change orders affecting existing customer orders.
5. Collaborate closely with internal departments—including Sales, Operations, and Shipping—to ensure alignment and timely  resolution of customer needs.
6. Generate, update, and maintain departmental reports as required.
7. Identify and communicate opportunities for process improvement and contribute to continuous improvement initiatives.
8. Ensure compliance with all departmental policies, procedures, and quality standards.
9. Uphold company values by supporting our three organizational pillars: Customer Driven, People & Culture, and Operational Excellence.
10. Perform other duties as assigned.

Requirements

Qualifications and Required Skills:

• High School Diploma required; Associate’s Degree preferred.

• Minimum of 3 years’ experience in a customer service role; manufacturing environment experience a plus.

• Strong process orientation with a proactive, customer-first mindset.

• Proficiency in Microsoft Office Suite; advanced Excel skills preferred.

• Excellent mathematical and analytical skills.

• Clear and professional communication skills, both written and verbal.

• Demonstrated ability to learn and utilize online systems effectively.

• Strong organizational and follow-up skills, with the ability to thrive in a fast-paced, team-oriented environment.