Customer Service Specialist

Who are we looking for?

We are seeking a customer‑focused and detail‑oriented Customer Service Specialist to support our global customer operations. This role is ideal for someone who enjoys working in a fast‑paced, process‑driven environment and is passionate about delivering high‑quality service while managing complex order and logistics requirements.

You will play a crucial role in ensuring seamless customer interactions and reliable order execution, acting as a key link between customers and internal teams.

What will you be doing?

Customer Interaction & Support

* Act as the primary point of contact for customers, handling enquiries related to orders, products, delivery status, and documentation.

* Provide timely, accurate, and professional responses to customer queries and requests.

* Build strong relationships with customers, ensuring a positive service experience.

Order Management

* Process customer orders accurately within ERP systems, ensuring all details (pricing, quantities, delivery terms) are correct.

* Monitor order progress from entry through to delivery and invoicing.

* Proactively identify and resolve issues such as delays, shortages, or discrepancies.

Cross‑Functional Coordination

* Work closely with Supply Chain, Logistics, Sales, Production, and Finance to ensure smooth order fulfillment.

* Align customer requirements with production schedules and delivery capabilities.

* Support resolution of escalations and service issues.

Documentation & Compliance

* Prepare and manage customer documentation, including order confirmations, delivery notes, and export documentation where required.

* Ensure compliance with internal policies, trade regulations, and safety requirements.

* Maintain accurate and audit‑ready records.

Data & Reporting

* Maintain up‑to‑date customer and order data in systems.

* Support reporting on key service KPIs such as order accuracy, response times, and on‑time delivery.

* Highlight trends or recurring issues to support improvement initiatives.

Who are You?

* Customer‑centric, with a strong desire to provide excellent service.

* Detail‑oriented and organized, ensuring accuracy in all tasks.

* Calm and solution‑focused, particularly when managing issues or escalations.

* Collaborative, able to work effectively across multiple functions and teams.

* Reliable and proactive, taking ownership of tasks and following through.

* Adaptable, comfortable working in a dynamic, global environment.

What competencies will you need?

Customer Service & Operational Competencies

* Experience in customer service, order management, or a related operational role (B2B environment desirable).

* Understanding of order‑to‑cash processes and basic supply chain concepts.

* Ability to manage multiple orders and priorities simultaneously.

Systems & Data Competencies

* Familiarity with ERP systems (e.g. SAP) and CRM tools.

* Strong Microsoft Office skills, particularly Excel and Outlook.

* Attention to detail in maintaining accurate customer and order data.

Communication & Interpersonal Competencies

* Clear and professional verbal and written communication skills.

* Ability to build strong relationships with customers and internal stakeholders.

* Confident handling of customer queries and issue resolution.

Behavioral & Professional Competencies

* Strong time‑management and prioritization skills.

* High level of integrity and accountability.

* Problem‑solving mindset with a focus on delivering solutions.

* Continuous improvement mindset and willingness to learn.

We are Offering...

Nearest Major Market:
Wilmington

Nearest Secondary Market:
Philadelphia