Customer Success Specialist

To lead and optimize the execution of customer orders by serving as a subject matter expert and key escalation point for order management, invoicing, and customer service activities. The Inside Sales / Customer Service Coordinator drives performance, ensures process consistency, and supports continuous improvement across the order lifecycle while coordinating cross-functional teams to deliver a high-quality customer experience.

This role is responsible for proactively preventing issues, improving operational processes, and mentoring team members to enhance overall team capability and efficiency

• Act as the primary point of contact for assigned customers and sales teams, managing inquiries and providing proactive updates throughout the order lifecycle
• Oversee and manage complex, high-value/high-volume, or project-based orders end-to-end, proactively monitoring timelines, risks, and dependencies to ensure alignment across stakeholders and on-time delivery
• Lead cross-functional coordination across Production, Engineering, and Supply-chain to resolve issues and ensure alignment on priorities and commitments
• Own same-day shipment and invoicing alignment by ensuring invoices are issued upon shipment, eliminating delays and improving billing cycle performance
• Lead investigation and resolution of invoicing discrepancies, credit notes, and billing issues, ensuring accuracy prior to month-end close
• Own data integrity across order lifecycle, identifying gaps and implementing controls to improve accuracy and reporting reliability
• Analyze operational data (order backlog, invoicing status, shipment tracking) to identify trends, risks, and improvement opportunities and drive corrective actions
• Lead and manage complex RMAs, shipping damage cases, and customer recovery efforts, including root cause analysis and process improvements
• Serve as the subject matter expert for ERP systems, troubleshooting complex issues, supporting team members, and ensuring effective system utilization
• Lead ERP testing, validation, and deployment activities, ensuring smooth implementation of system updates and minimizing operational disruption
• Effectively prioritizes orders, escalations, and workload to ensure alignment with business priorities and timely fulfillment of customer commitments
• Drive continuous improvement initiatives by identifying recurring operational issues, implementing corrective actions and preventing recurrence through process standardization
• Develop and maintain documentation, best practices, and training materials to improve team efficiency and consistency
• Mentor, coach, and train junior and intermediate team members, providing guidance on order management, ERP usage, and issue resolution
• Support team workload balancing and act as a go-to resource during peak periods or complex operational scenarios
• Provide input into performance tracking, KPIs, and process improvements, supporting continuous improvement and team performance
• Perform other duties as required to support operational excellence and business objectives
• Coordinate outbound shipments with internal teams, warehouses, carriers, and freight forwarders to support customer delivery requirements

• Completion of a college or university program in business administration, technical, or related field is preferred
• 5+ years customer service, or order management roles within a B2B or manufacturing environment (preferred)
• Strong experience managing complex or project-based orders and working in cross-functional environments
• Advanced knowledge of ERP systems and Microsoft Office tools
• Advanced problem-solving skills with the ability to resolve complex operational and customer…