Customer Relations Specialist

Role Summary The Customer Relations Specialist plays a critical role in customer satisfaction, order accuracy, and on-time delivery performance. This position serves as a primary day-to-day contact for customers, managing order communications, expediting requests, pricing accuracy, and shipment updates. The role helps build strong customer relationships through responsiveness, accuracy, and professionalism, contributing directly to customer retention and profitable growth.

This role reflects ESP’s Ownership Culture by demonstrating accountability, responsiveness, and continuous improvement in every customer interaction.

Core Expectations for All Employees All employees are expected to:

Deliver high-quality work within established timelines

Work both independently and collaboratively

Communicate proactively and professionally

Provide excellent service to internal and external customers

Demonstrate accountability and ownership mindset

Contribute positively to team and company culture

Essential Job Functions Customer Order & Delivery Support Manage customer order acknowledgements and confirmations

Respond promptly to expedite requests, order changes, and status inquiries

Coordinate with internal teams and suppliers to support on-time delivery (OTD)
Monitor open orders and proactively communicate risks or delays

Identify opportunities to upsell

Track and follow through on customer requests to completion

Customer Communication Serve as a primary contact for customer calls and emails

Provide accurate and timely information on orders, shipments, and changes

Maintain a professional, positive, and solution-focused tone Handle customer questions and complaints with urgency and care Reinforce customer confidence and long-term relationships

Pricing & Order Accuracy Review customer purchase orders for pricing accuracy

Correct pricing discrepancies and misaligned order entries

Communicate pricing issues and updates clearly to customers

Communicate with Warehouse on inventory and transportation requirements

Partner with internal teams to process returns/exchanges

Partner with internal teams to ensure pricing integrity

Continuous Improvement & Knowledge Development Build working knowledge of products, suppliers, and customer requirements

Participate in training, workshops, and professional development

Stay current on tools, processes, and best practices

Strategize on opportunities to deplete slow moving or dead inventory

Core Competencies Strong customer service orientation

Clear written and verbal communication skills

Attention to detail and accuracy

Accountability and follow-through

Problem solving and critical thinking

Ability to manage multiple priorities under time pressure

Professional composure in high-demand situations

Active listening skills

Team collaboration mindset

Technical & Functional Skills Proficient in Microsoft Outlook, Word, and Excel Comfortable working in ERP and database systems

Strong business writing capability

Ability to interpret customer documents, pricing, and order details

Working knowledge of basic math and business calculations (percentages, ratios, pricing)
Education & Experience

Required:

Associate’s degree or equivalent experience2+ years of customer-facing or customer support experience

Preferred:

Experience in order management, inside sales support, or customer operations

Experience working with ERP/order systems

Working Conditions &

Physical Requirements The work environment is typically office-based with quiet to moderate noise levels. Physical requirements, to perform the essential job functions include:

Regular sitting, computer use, and phone communication

Frequent typing and data entry

Occasional standing and walking

Occasional travel with overnight stays may be required

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Disclaimer This job description reflects the general nature and level of work performed in this role and is not intended to be a complete list of all responsibilities. Duties may change based on business needs. Engineered Seal Products is an equal opportunity employer.