What are the responsibilities and job description for the Customer Service Specialist position at Industrial Protection Services?
Company Description:
Industrial Protection Services, LLC (IPS) is New England’s leading distributor and service provider of fire and safety protection equipment. Founded with a focus on supporting fire departments, IPS has grown significantly by offering innovative solutions—including the region’s first mobile Air-Pak service trucks. Today, our team operates five fully equipped service vehicles and a staff of highly trained professionals who deliver fast, reliable, on-site sales and service. Our commitment to quality, responsiveness, and customer satisfaction continues to drive our mission to support the fire service and protection equipment industry with excellence.
Administrative Assistant / Customer Service Specialist
We are seeking a detail-oriented and customer-focused Administrative Assistant / Customer Service Specialist to support our sales, service, and operations teams. This role is ideal for someone who enjoys a mix of customer interaction, order processing, and administrative support.
Key Responsibilities
Sales & Order Management
- Enter and process sales orders with accurate part numbers, pricing, and customer details.
- Verify special billing requirements and ensure margins align with company guidelines.
- Enter web orders and document order fulfillment methods (drop ship, delivery, UPS, etc.).
Purchase Order Processing
- Prepare and process purchase orders for vendors, including submitting orders through online vendor portals.
- Link customer orders to stocking POs when needed.
Vendor & Pricing Coordination
- Review vendor confirmations and verify pricing accuracy.
- Follow up on unacknowledged or incomplete vendor confirmations.
Service Department Support
- Enter service work orders (flow testing, tool service, compressor service, fit testing, repairs).
- Create service-related POs and assist with clean-and-repair order entry.
Order Tracking & Follow-Up
- Track shipped orders and ensure correct processing.
- Manage daily backorder review and coordinate reorders as needed.
- Process and send customer invoices.
General Administrative Support
- Answer phones, greet visitors, sort mail, and assist internal departments with order information.
- Process credit card payments and provide daily support to sales and service teams.
Basic Requirements & Skills
Technical Skills
- Proficiency in Microsoft Outlook, Excel, and Word.
- Strong general computer and data-entry skills.
Customer Service Skills
- Ability to listen, problem-solve, and provide clear responses to customer questions.
- Experience processing customer orders, payments, and returns.
- Professional handling of customer issues and escalations.
Administrative & Communication Skills
- Strong written and verbal communication abilities.
- Excellent attention to detail and organizational skills.
- Ability to multitask and prioritize in a fast-paced environment.
Compensation
This position offers a competitive salary range of $40,000–$50,000, commensurate with experience.
Competitive Benefits Package
IPS proudly offers a comprehensive and competitive benefits package designed to support the well-being and financial security of our employees. Our benefits include:
Medical, Dental, and Vision Insurance
Robust coverage options to support your health and wellness.
Life Insurance
Employer-paid life insurance to provide peace of mind for you and your family.
401(k) with Company Match
A generous matching program to help you save and plan for your future.
Short- and Long-Term Disability Insurance
Company-provided disability coverage to protect your income in the event of illness or injury.
Salary : $40,000 - $50,000