Customer Service Specialist

Position Summary

The Customer Service Specialist serves as a primary point of contact for customers, supporting order processing, customer communication, and issue resolution in a fast‑paced manufacturing environment. Reporting to the Customer Service Manager under the VP of Sales, this role plays a critical part in ensuring accurate order fulfillment and a positive customer experience.

• Act as a primary contact for customer inquiries via phone, email, and other communication channels.
• Process customer orders accurately and efficiently in the ERP system.
• Provide customers with order status updates, delivery information, and basic product or service support.
• Coordinate with Sales, Production, Shipping, and other internal teams to ensure customer requirements are met.
• Identify, document, and resolve customer concerns; elevate complex issues as appropriate.
• Maintain accurate customer records, order documentation, and communication logs.
• Support the sales team with customer follow-up, documentation, and administrative tasks as needed.
• Meet established service‑level expectations for response time, accuracy, and professionalism.
• Contribute to continuous improvement of customer service processes and workflows.

• Strong customer service and interpersonal skills.
• Excellent written and verbal communication abilities.
• High attention to detail and accuracy.
• Ability to prioritize tasks and manage multiple requests in a fast‑paced environment.
• Customer‑focused mindset with basic problem‑solving skills.
• High school diploma or equivalent required.
• 2+ years of customer service or administrative experience.
• Proficiency in Microsoft Office; ERP or CRM experience preferred.

• Experience working in a fast‑paced, order‑driven environment (e.g., manufacturing, distribution, logistics, or B2B customer service).
• Associate degree or higher.
• Familiarity with ERP systems (such as SAP or similar) for order entry, tracking, and basic reporting.
• Strong organizational skills with the ability to manage multiple customer requests and priorities simultaneously.
• Experience coordinating across internal teams (sales, operations, shipping) to support customer needs.
• Demonstrated ability to communicate clearly and professionally with customers in a business‑to‑business environment.

• Ability to sit or stand for extended periods and move throughout the office as needed.
• Regular use of hands for typing, writing, and computer work.
• Ability to lift or carry light office items (typically up to 15 lbs).
• Work performed in a standard office environment with moderate noise and routine interruptions.
• Ability to read screens, documents, and electronic communications with clarity.
• Occasional extended hours during peak HR cycles (on‑boarding, payroll deadlines, audits).
• Ability to maintain confidentiality and handle sensitive information in shared office spaces.
• Occasional time spent on the manufacturing floor and supplier visits as required.
• Ability to work standard business hours with flexibility during production or supply disruptions.
• Must be able to comply with all safety and PPE requirements when entering production areas.