Customer Service Specialist

JOB PURPOSE:

The Customer Service Specialist supports both internal operations and external customers by ensuring orders, quotes, and requests are processed accurately, efficiently, and in accordance with company standards. This position acts as a liaison between customers and internal departments to ensure the timely flow of information and materials from order receipt through shipment. The Specialist provides responsive, professional communication to customers and internal stakeholders, ensuring expectations are met or exceeded while maintaining data accuracy and adherence to established processes.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Review information provided in RFQs and prepare accurate quotes.
• Review and process purchase orders and ensure all required information is included. If any information is missing, work with internal departments and/or customers to obtain missing information.
• Communicate order status updates and proactively resolve discrepancies to ensure on-time delivery.
• Collaborate with purchasing and production to confirm raw material availability and production scheduling.
• Coordinate shipment with the customer based on the scheduling of project(s) for raw material acquisitions, production capacity/status, and delivery requirements.
• Relay information from customers to engineering and production departments regarding order changes and/or clarifications.
• Address customer inquiries such as order status, freight rates, price-list quotes, product information, discrepancies and complaints.
• Perform other duties as assigned.

COMPETENCIES:

• Critical Thinking: Seek information, use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems, and make conclusions.
• Initiative: Identifying what needs to be done and performing those duties fully without being asked or before the situation requires it.

• Customer Service: Able to develop and maintain strong relationships by listening, understanding, and responding to identified needs in a timely manner.
• Attention to Detail: Accomplish tasks and processes completely and with a high level of accuracy.
• Teamwork and Cooperation: The ability to work cooperatively within diverse teams, work groups, and across the organization, to achieve group and organizational goals.

MINIMUM REQUIRED QUALIFICATIONS:

Education: High School Diploma or Equivalent.

Experience and/or Training:

• 1 year of experience in Customer Service.

Licenses/Certificates:

Technology/Equipment: Proficiency working in Microsoft Office Suite.

PREFERRED QUALIFICATIONS:

Education: Associate Degree in Administration Services.

Experience and/or Training: Experience with Project management in a manufacturing environment.

Licenses/Certificates: None

Technology/Equipment: None

WORKING ENVIRONMENT:

Indoor office working environment. Office is temperature-controlled all year round. Minimal hazards identified.

EMPLOYER STATEMENT:

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. The mental and physical requirements are representative of those that must be met by an individual to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. This job description represents characteristics the individual may encounter while performing the essential functions of this position.