Customer Care Specialist

About the Role

Customer Care Specialist is responsible for providing exceptional customer service while accurately processing customer orders from receipt through shipment. This role serves as the primary point of contact for customers, ensuring timely communication, accurate order entry, and coordination between sales, production, shipping, and accounting. Success in this position requires excellent communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced manufacturing environment.

Responsibilities

• Customer Service
  • Serve as the primary contact for customer inquiries via phone and email.
  • Build strong relationships with customers through professional and timely communication.
  • Provide updates on order status, production schedules, and shipping information.
  • Resolve customer concerns and escalate issues when appropriate.
  • Respond to customer requests within established service standards.
• Order Entry
  • Accurately enter customer orders into the ERP system.
  • Verify pricing, quantities, part numbers, shipping instructions, and requested delivery dates.
  • Review purchase orders for completeness and accuracy.
  • Process order changes, cancellations, and revisions.
  • Generate order acknowledgements and send confirmations to customers.
• Sales Support
  • Assist the sales team with order tracking and customer communications.
  • Coordinate with inside and outside sales representatives on customer requests.
  • Prepare documentation and reports as needed.
  • Support quote follow-up and administrative tasks.
• Production & Shipping Coordination
  • Coordinate with production planning to ensure customer delivery commitments are met.
  • Communicate order priorities and schedule changes.
  • Work with shipping to ensure accurate and timely deliveries.
  • Monitor backorders and communicate expected ship dates.
• Administrative Responsibilities
  • Maintain accurate customer records in the ERP and CRM systems.
  • File customer documentation electronically.
  • Assist Accounts Receivable with invoice or payment questions when necessary.
  • Participate in continuous improvement initiatives to improve customer service processes.

Requirements

• Education
  • High school diploma or equivalent required.
  • Associate's degree preferred.
• Experience
  • 2-5 years of customer service or order entry experience.
  • Manufacturing or industrial products experience preferred.
  • Experience with ERP systems preferred (Epicor, SAP, Microsoft Dynamics, Oracle, etc.).

Skills

• Required Skills
  • Excellent verbal and written communication
  • Strong organizational skills
  • High attention to detail
  • Ability to multitask in a fast-paced environment
  • Professional telephone etiquette
  • Strong problem-solving abilities
  • Customer-focused attitude
  • Proficient with Microsoft Office (Excel, Outlook, Word)
  • Experience using ERP systems
• Preferred Skills
  • Experience in manufacturing or metal fabrication
  • Knowledge of shipping methods and freight terminology
  • CRM software experience
  • Ability to read purchase orders and manufacturing documentation

Key Performance Indicators (KPIs)

• Order entry accuracy: 99%+
• Customer response time: Within 2 business hours
• Order acknowledgements sent: Same business day
• On-time order processing
• Backorder communication completed within one business day

Competencies

• Customer Focus
• Attention to Detail
• Team oriented
• Accountability
• Communication
• Adaptability
• Time Management
• Problem Solving
• Initiative

Physical Requirements

• Ability to sit for extended periods.
• Frequent computer and telephone use.
• Occasionally lift up to 20 pounds.
• Ability to work in an office environment with occasional visits to the production floor.

Success in This Role

A Successful Order Entry & Customer Service Representative:

• Processes orders accurately with minimal errors.
• Builds positive relationships with customers and internal teams.
• Communicates proactively about delays or issues.
• Helps ensure customers receive the right products on time.
• Contributes to an efficient and responsive customer experience.

Pay

$60k-$65k