PT CUSTOMER SERVICE SUPPORT SPECIALIST

Vybond is a global market leader in pressure-sensitive adhesive tapes, delivering innovative solutions to a variety of industrial and specialty markets. Headquartered in Franklin, KY, with facilities in Riverhead, NY, and Bristol, RI, Vybond Group, Inc. manufactures specialty foil, film, and duct tapes and adhesives. With over 1,500 specialty SKUs spanning 500 product families, Vybond serves 1,500 customers across the HVAC, building and construction, industrial, retail, medical, aerospace, automotive, and other specialty industries.

Position Summary

The Customer Care Support Specialist — Part-Time provides flexible administrative assistance and service coordination that contributes to a consistent, high-quality Customer Experience. In partnership with the Customer Care team, this role includes customer communication, inquiry management, order follow-up, issue resolution, records maintenance, performance reporting, case tracking, and cross-functional coordination aligned with business priorities and team goals. The ideal candidate is detail-oriented, responsive, and knowledgeable in customer service best practices, ERP/order management tools, customer-facing platforms, and performance measures.

Key Areas of Responsibility

Scope is determined by business priorities, customer expectations, and operational focus. The role may include a combination of the following areas.

Customer Care Support

• Respond to inquiries received via email, inbound calls, ecommerce, customer-facing systems, or department email queues by gathering details, researching questions, providing accurate information, and routing requests as needed.
• Maintain professional, customer-focused communication in all interactions to promote consistency, timely follow-up, and a positive Customer Experience.
• Contribute to order management activities, including order entry coordination, open order status updates, shipment tracking, delivery status checks, and related documentation.
• Assist with customer concerns by documenting issues, tracking open items, and escalating complex or urgent matters as directed.
• Provide administrative assistance for Customer Care functions, including follow-up, customer-specific details, records maintenance, and routine service tasks.
• Manage customer files, templates, workflows, and process documentation to help ensure accurate and consistent service.
• Contribute to Customer Experience efforts by identifying recurring issues, communication gaps, service trends, and improvement opportunities.
• Maintain reports, email queue volume, and action items to improve visibility into open requests, service tracking, and timely resolution.
• Coordinate with Customer Care, Sales, Operations, Supply Chain, Quality, Finance, and other internal teams to address customer requests, issue resolution, and team objectives.
• Participate in special projects, audits, process improvements, and Microsoft Dynamics 365 transition activities, as assigned.

Performance Indicators

• Responsiveness to inquiries, ecommerce requests, digital channels, department email queues, and inbound calls.
• Customer concern tracking, case management, service consistency, and effective issue resolution.
• Service measures, including SPT, STR, response expectations, and order accuracy.
• Quality and timeliness of documentation, communication strategies, and interface accuracy.
• Collaboration with Customer Care, department leadership, and cross-functional teams.
• Involvement in projects, continuous improvement efforts, supervisor feedback, and team objectives.

Other Duties

Perform additional duties as assigned, consistent with the nature of the role, department goals, and business requirements.

• High school diploma or equivalent required; associate degree preferred; bachelor’s degree a plus. Equivalent education, training, and experience may be considered.
• Prior experience in customer service, administrative coordination, order management, service operations, or a Customer Care role preferred.
• Familiarity with ERP, CRM, customer-facing platforms, ecommerce, EDI, or order processing interfaces preferred; Microsoft Dynamics 365 and JD Edwards experience are a plus.
• Strong verbal and written communication skills, with the ability to provide clear, professional, and customer-focused support.
• Proficiency with Microsoft 365, including Teams, Excel, Word, and PowerPoint; Power BI experience is a plus.
• Strong attention to detail, organizational skills, documentation quality, and data integrity.
• Ability to manage assigned tasks independently while contributing to team success in a fast-paced customer care environment.
• Minimal travel required.