Customer Service Specialist

POSITION SUMMARY:

Supports internal team in creating long-term relationships with customers and suppliers by responding to inquiries and addressing issues. Assists with a variety of duties including but not limited to bookkeeping and project coordination and facilitation with customer projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Helps to establish and develop long-term, co-creative relationships with customers via interactions that include phone calls, emails, customer visits, etc.
• Engage directly with customers to understand needs, manage expectations, and ensure satisfaction throughout the entire order lifecycle.
• Collaborate with sales, engineering, and production teams to manage order accuracy, special requests, and delivery timelines.
• Provide timely responses to customer inquiries and route specialized issues to the appropriate team members.
• Develops understanding of manufacturing and support processes, including floor activities. Builds hands-on knowledgebase for excellent customer service.
• Manages customer purchase orders, entering them into the SQL Database and producing related customer acknowledgments and manufacturing work orders.
• Support urgent order requests by coordinating internally and updating customers proactively.
• Assist in addressing customer complaints, product quality issues, and returns, working cross-functionally to find resolutions.
• Maintain multiple customer account records and activity in Salesforce; support quote generation and documentation.
• Develop product calculations and quotes for existing products and customers on a timely basis.
• Assists with basic office functions, as requested; copying, organizing, etc.
• Other duties as assigned.

QUALIFICATIONS:

• Outgoing, professional demeanor with a strong customer service mindset
• Excellent written, verbal, and telephone communication skills
• Strong interpersonal skills with the ability to work effectively as part of a team
• High level of personal integrity and professionalism in all interactions
• Self-motivated, self-sufficient, and confident in managing responsibilities independently
• Ability to understand customer needs and respond appropriately
• Capable of communicating sensitive or complex information to management and customers
• Strong problem-solving skills with the ability to navigate ambiguity and multiple variables
• Proficient in Microsoft Excel, Salesforce, Outlook, and other business systems (ERP experience preferred)
• Ability to interpret written and verbal instructions and perform basic business math (discounts, percentages, interest, proportions)

EDUCATION AND EXPERIENCE

• High School diploma or equivalent required.
• Degree in Business Management or related field preferred
• Minimum of 1–3 years of previous customer service experience preferred
• Ability to read engineering prints preferred