Customer Service Representative

About the role

The Account Specialist plays a crucial role in building and maintaining strong customer relationships, ensuring exceptional service and support throughout the order fulfillment process.

Responsibilities

• Build and maintain strong relationships with assigned customer accounts.
• Process customer orders accurately and efficiently using the ERP system.
• Monitor order status, shipments, backorders, and delivery schedules while providing proactive updates to customers.
• Respond promptly to customer inquiries regarding products, pricing, availability, returns, and warranties.
• Collaborate with Sales, Planning, Production, Purchasing, Shipping, and Quality teams to resolve customer concerns and meet delivery expectations.
• Review customer demand, forecasts, and buying patterns to help identify opportunities for increased sales.
• Generate quotations and provide pricing in accordance with company policies.
• Cook up return authorizations (RAs), credits, and product exchanges.
• Investigate and resolve customer complaints while maintaining a high level of customer satisfaction.
• Maintain accurate customer records, account notes, pricing, and contact information within company systems.
• Support new product launches and communicate product updates to customers.
• Monitor key performance metrics, including on-time delivery, backlog, customer satisfaction, and response times.
• Participate in continuous improvement initiatives to improve processes and enhance customer experience.
• Occasionally travel to customer sites, trade shows, or company meetings as needed.
• Perform other duties and responsibilities as assigned.

Requirements

• A high school diploma or equivalent required; an associate degree or higher in Business or a related field preferred.
• Minimum of three (3-5) years of experience in customer service, account management, inside sales, or a related customer-facing role.
• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
• Experience using ERP systems required.
• Strong written and verbal communication skills.
• Excellent organizational, problem-solving, and time management skills with the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Experience in the automotive aftermarket, manufacturing, or industrial distribution.
• Bilingual (English/Spanish) strongly preferred; additional language skills are a plus.
• Experience working with domestic and international customer accounts.
• Familiarity with Lean, continuous improvement, or process improvement methodologies.

Skills

• Customer-focused and detail-oriented.
• Thrive in a fast-paced manufacturing environment.
• Contribute to customer satisfaction, operational efficiency, and business growth.

Benefits

We offer a comprehensive benefits package that may include medical, dental, vision, 401k matching, and more!

Pay

Pay Range: $27.90 - $34.10