Customer Service Officer

Customer Service Officer

The Customer Service Officer will serve as a primary point of contact for active customers within a fast-paced manufacturing environment. This individual will oversee the complete order lifecycle, from entering and reviewing orders through shipment coordination, billing, and ongoing customer communication.

This is a highly visible, relationship-focused position requiring frequent daily interaction with customers. The ideal candidate genuinely enjoys customer service, communicates proactively, and remains professional and solutions-focused when addressing complaints, delays, or other challenging situations.

Responsibilities:

• Enter, review, and manage customer orders in SAP with a strong focus on accuracy and timely processing.
• Confirm that orders are complete and properly prepared for shipment.
• Proactively update customers regarding order status, product availability, shipment delays, scheduling changes, and potential issues.
• Coordinate deliveries and confirm that customer-selected carriers are prepared for scheduled pickups.
• Maintain ongoing relationships with repeat customers and serve as a dependable point of contact for service-related needs.
• Respond to customer questions, complaints, and escalations with professionalism, urgency, and a solutions-oriented approach.
• Partner with sales, warehouse personnel, customers, carriers, and third-party warehouse teams to coordinate pickups and deliveries.
• Prepare and maintain reports related to orders, billing, customer service activity, and service levels.
• Complete daily billing responsibilities and process applicable debits and credits.
• Maintain accurate customer pricing records and update pricing files as needed.
• Identify potential issues early and take ownership of resolving them before they affect the customer experience.
• Maintain thorough documentation and consistent follow-up across all customer interactions.

Qualifications:

• Three to five years of customer service, order management, account support, or inside sales experience.
• Previous experience working in a manufacturing, industrial, chemical, distribution, or similarly fast-paced business environment.
• Direct experience entering and managing customer orders.
• Demonstrated success handling customer complaints and de-escalating difficult situations.
• Experience communicating with customers daily through phone and email.
• Strong problem-solving and conflict-resolution skills.
• Proactive communication style with the ability to anticipate customer needs and provide updates without being prompted.
• Strong sense of ownership, urgency, and accountability.
• Highly organized and able to manage multiple customer needs and changing priorities simultaneously.
• Professional, resilient, adaptable, and receptive to feedback.
• Comfortable working in a high-touch customer service environment that is not structured like a call center.
• High school diploma or equivalent required.
• Hands-on SAP experience is required.
• Proficiency with Microsoft Office, including Outlook and Excel.
• Comfortable navigating web-based order management, customer service, and reporting platforms.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran, in accordance with applicable federal, state, and local laws. Reasonable accommodation is available for qualified individuals with disabilities upon request.