Customer Service & Sales Support Specialist

Key Responsibilities

• Act as the primary point of contact for customer inquiries, order updates, product questions, and issue resolution
• Build strong, trusted relationships through proactive, professional communication
• Resolve complaints and escalations with urgency and accountability
• Keep customers informed, confident, and supported at every stage
• Translate customer needs and priorities to internal teams with clarity
• Enter and manage customer orders accurately within ERP systems
• Review pricing, product specs, and delivery requirements for completeness
• Track orders end-to-end to ensure on-time delivery performance
• Manage order changes, returns, credits, and special requests
• Support contract review and order acknowledgment processes
• Maintain inventory accuracy and reporting integrity
• Generate weekly, monthly, and ad hoc reports on orders, service metrics, and inventory
• Analyze trends and highlight opportunities for improvement
• Maintain accurate ERP/CRM data and documentation
• Identify process gaps and recommend improvements to workflows and communication
• Support onboarding and mentoring of team members when needed
• Participate in cross-functional initiatives and operational projects
• Champion a customer-first, accountability-driven culture

What You’ll Bring

• Education & Experience: High School Diploma required; Associate degree preferred (Business, Supply Chain, Operations, or related field). Equivalent combinations of education, training, and relevant experience will also be considered. 3+ years in customer service, order management, sales support, or manufacturing environment. Experience with ERP/MRP systems strongly preferred. Background in industrial, manufacturing, automotive, or technical environments is a plus.
• Knowledge, Skills & Abilities: Strong customer-first mindset with a focus on responsiveness and relationship-building. Clear, confident communicator (written and verbal). Highly organized with the ability to manage multiple priorities at once. Strong problem-solving skills with sound judgment under pressure. Detail-driven with high accuracy in data entry and order processing. Proficient in Microsoft Office (Excel, Word, Outlook, PowerPoint). Comfortable working across ERP/CRM/order management systems. Ability to interpret orders, reports, schedules, and customer specifications. Self-starter who thrives independently and collaboratively.