Technical Customer Service & Order Management Specialist

Grote Company - Columbus, Ohio The Technical Customer Service & Order Management Specialist serves as a key connection between customers, sales, engineering, and operations. This role is responsible for managing customer inquiries, processing orders, and ensuring accurate and timely delivery of parts and equipment. This position combines technical understanding, customer communication, system execution to deliver exceptional customer experience.

• Respond to customer inquiries regarding parts, service, and equipment
• Provide basic technical assistance and identify customer needs
• Communicate order status, lead times, and updates proactively

• Enter and manage customer orders in ERP system
• Maintain accurate customer interactions and updates in CRM
• Process quotes, order acknowledgements, and changes
• Ensure pricing, configurations, and part numbers are accurate

• Coordinate shipments and deliveries with internal teams
• Schedule and track shipments to ensure on-time deliver
• Resolve shipping issues and discrepancies
• Communicate proactively with customers on delivery status

• Collaborate with Sales, Engineering, Manufacturing, and Shipping
• Ensure alignment on customer requirements and timelines
• Support smooth handoffs from order entry through delivery

• Identify opportunities to improve processes and customer experience
• Support aftermarket growth through responsiveness and accuracy
• Maintain high standards for order accuracy and turnaround time

• 2-5 years of customer service or order management experience
• Experience with ERP and/or CRM systems preferred
• Experience with Salesforce, Syte Line ERP, or Pace jet is strongly preferred
• Strong communication and organizational skills
• Technical aptitude (manufacturing or equipment experience a plus)
• Detail-oriented with ability to manage multiple priorities

• High order accuracy and minimal errors
• Fast, professional customer response times
• Strong coordination across departments
• Consistent on-time delivery performance

• Be part of a team supporting industry-leading food production equipment for 50+ yeaers
• Work in a collaborative, fast-paced environment
• Opportunity for growth in the aftermarket or service leadership roles

• Order Management
• Entering customer orders accurately into systems like Syteline.
• Tracking order status and ensuring timely fulfillment.
• Coordinating with production, shipping, and logistics to meet delivery schedules.
• Customer Communication
• Responding to inquiries via phone, email, or Salesforce.
• Providing updates on order status, product availability, and delivery timelines.
• Resolving customer issues or escalating them to the appropriate department.
• Aftermarket Support
• Assisting customers with product returns, replacements, or warranty claims.
• Collaborating with technical support to troubleshoot product issues.
• System & Data Management
• Maintaining accurate customer records in Salesforce.
• Generating reports on orders, delivery performance, and customer interactions.
• Internal Coordination
• Liaising between sales, production, and logistics teams to ensure customer requirements are met.
• Supporting process improvements and helping implement solutions that enhance service efficiency.

• ERP Software:
  Syteline
• CRM platforms:
  Salesforce
• Shipping/Logistics systems:
  Pacejet
• Strong communication, organization, and problem-solving skills.

In short, a Grote CSR is the bridge between the company and its customers--ensuring orders are correct, deliveries are on time, and customers feel supported throughout the process.