Customer Relations Specialist

Customer Relations Specialist

The Customer Relations Specialist is a key customer-facing role within the Customer Operations & Relations team, responsible for delivering seamless and positive business-to-business customer experience. This role blends sales support, customer service, and operational execution, acting as a primary liaison between customers and internal teams.

The Specialist proactively manages customer interactions, supports sales growth through direct and channel engagement, and ensures accurate and timely processing of orders and documents, pricing, and fulfillment activities. This position plays a critical role in supporting OEM partners and aftermarket customers while contributing to continuous improvement and operational scalability.

Essential Duties and Responsibilities

• Serve as the primary point of contact for customer inquiries, sales requests, and account support.
• Process customer orders, acknowledgements, and shipping communications, including EDI transactions and ASN validation.
• Prepare and distribute sales quotes, pricing, and product information to customers and internal stakeholders.
• Support inbound and outbound sales efforts by identifying opportunities to promote and upsell products based on customer needs.
• Build strong customer relationships through proactive communication and problem resolution.
• Act as a liaison between customers and internal departments to ensure alignment on orders, timelines, and expectations.
• Provide training and guidance to customers on processes, systems, and product offerings.
• Monitor order status, shipment schedules, and delivery timelines to ensure on-time fulfillment.
• Expedite critical shipments and communicate delays or demand fluctuations to internal teams.
• Manage return goods authorizations (RGA), warranty processing, and required documentation for domestic and international shipments.
• Maintain high levels of accuracy in customer data, pricing, and order entry.
• Track and manage OEM and customer-specific performance metrics.
• Identify and drive continuous process improvement opportunities across customer operations workflows.
• Support accounts receivable activities, including communication and follow-up on outstanding balances.
• Communicate credit terms, pricing structures, and lead times in accordance with company policies.
• Partner closely with Sales, Supply Chain, Finance, and IT to resolve issues and improve processes.
• Support system enhancements, ERP and CRM usage, and technology implementations as a business partner.
• Strong communication skills (written and verbal) with the ability to engage customers professionally.
• Demonstrated customer-first mindset with the ability to balance customer satisfaction and business objectives.
• Excellent organizational skills and attention to detail in a fast-paced environment.
• Strong analytical and problem-solving capabilities with a focus on continuous improvement.
• Proficiency in Microsoft Office and experience navigating ERP systems and customer portals.
• Ability to develop work instructions, training materials, and deliver training sessions.

Requirements

The requirements below are representative of the knowledge, skills, and abilities required to perform the job well:

• Associate degree or equivalent experience preferred (2+ years relevant experience acceptable in lieu of degree).
• 2+ years of experience in B2B customer service, inside sales, or sales operations.
• Proven experience managing customer relationships via phone and email in a high-volume environment.
• Strong data entry and data management accuracy required.
• Bilingual proficiency in English and Spanish, with the ability to communicate effectively in both languages, is required.
• Excellent communication and collaboration skills, with the ability to work effectively across Engineering, Sales, Manufacturing, and customer-facing teams.
• Experience supporting system implementations or technology-driven process improvements preferred.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Experience in heavy equipment, industrial equipment, OEM, or manufacturing environments preferred.
• Experience in high-growth or small-company environments is strongly…