Customer Service Specialist

Three Tone Enterprise is seeking a Customer Service Specialist to support our growing business. We ship products to customers nationwide, and every order has to be accurate, on time and handled with care. In this role, you’ll manage customer orders from purchase order to delivery: you’ll process and track orders, answer customer questions, coordinate with our logistics and operations teams, and resolve issues quickly so our customers keep coming back. Your work directly affects order accuracy, on-time delivery and customer satisfaction.

This role is ideal for a customer service professional who knows how to keep a busy order desk running smoothly. You’re comfortable on the phone and over email, you follow through on every request, and you stay calm and professional when a customer is frustrated or an order goes sideways. You’re organized and detail-oriented, you keep your records current, and you take ownership of the customer experience.

You’ll thrive here if you like a fast pace, enjoy solving problems and want to help a growing company deliver great service.

Key Responsibilities:

• Serve as the main point of contact for customers by phone, email and customer portals.
• Receive, review and enter customer purchase orders accurately and on time.
• Confirm order details, including quantities, pricing, ship dates and delivery requirements.
• Coordinate with the logistics team to schedule shipments and delivery appointments.
• Provide customers with order status, shipment tracking and delivery updates.
• Resolve customer issues, including late deliveries, shortages, damages, refusals and returns, and escalate when needed.
• Work with logistics, warehouse and accounting teams to correct order, shipping and billing discrepancies.
• Manage orders through retailer and e-commerce vendor portals, including order acknowledgments, routing requests and compliance requirements.
• Support customer invoicing by confirming delivered quantities and proof of delivery.
• Research and help resolve customer deductions, chargebacks and credit requests.
• Maintain accurate customer, order and communication records in our CRM, ERP or tracking sheets.
• Track recurring customer issues and share feedback to help improve service and processes.
• Build strong, lasting relationships with customers and buyers.

Qualifications:

• Strong customer service skills, with a focus on accuracy, responsiveness and follow-through.
• Excellent phone and written communication, comfortable working with customers, buyers, carriers and internal teams.
• Calm and professional under pressure, and quick to solve problems.
• Highly organized and detail-oriented, able to manage many open orders and requests at once.
• Self-starter who follows through without needing to be chased.
• Proficiency with CRM or ERP systems and spreadsheets (Excel or Google Sheets).

Requirements:

• 1–3 years of experience in customer service, order management or sales support, preferably in a product, distribution or logistics environment.
• Experience processing purchase orders and managing orders from entry through delivery.
• Disciplined about keeping customer and order records current.
• High school diploma or equivalent required. A degree in Business, Supply Chain or a related field is a plus.
• Ability to work on-site in Katy, TX.

Preferred:

• Experience working with large retail or e-commerce customers, including vendor portals, EDI orders, routing guides and compliance requirements.
• Experience handling deductions, chargebacks or claims.
• Experience in beverage, consumer goods or distribution.
• Bilingual in English and Spanish.