Customer Service Specialist

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Job title: Customer Service Specialist

Business unit: Custom Engineered Products (CE)

Reports to: General Manager

FLSA status: Exempt

Summary

Serving as a key point of contact with our CE customer base, the Customer Service Specialist role is responsible for managing orders, resolving complaints, and ensuring customer satisfaction throughout the order-to-delivery process. The ideal candidate will possess strong communication skills, attention to detail, and the ability to thrive in a fast-paced manufacturing environment. This role must work well cross-functionally with business development, scheduling, quality, and production.

Areas of Responsibility

• Order entry & revision
• Customer communication
• Invoicing
• Processing complaints
• Issuing credits and debits
• Record keeping & systems

Detailed Activities

• Serve as the primary liaison for customers, providing timely and accurate information regarding products, orders, delivery, and general inquiries.
• Process customer orders, changes, complaints and debit/credits accurately using internal systems.
• Maintain order book including quantities, pricing, and deliveries.
• Monitor open orders and coordinate with production, logistics, and sales teams to ensure on-time delivery and timely communication to customers.
• Resolve customer complaints and concerns efficiently and professionally, escalating complex issues as needed.
• Maintain detailed and organized customer records and correspondence.
• Collaborate with account managers and internal departments to address customer needs and improve service delivery.
• Contribute to continuous improvement initiatives within the team.

Other Requirements

• Track record of improving customer relationships and satisfaction
• Excellent written and verbal communication skills
• Ability to multi-task and manage competing priorities
• Positive attitude with ability to solve problems and deescalate issues
• Efficient, organized, and detail-oriented
• Baseline product and capabilities knowledge
• Infrequent travel required

Education and Experience

• Bachelor's degree preferred in relevant field
• Minimum 5 years customer service or inside sales experience