Customer Service Specialist

About the Role

We’re looking for an energetic, customer-obsessed Senior Customer Service Specialist to support our Sales team and a portfolio of key customers—while also serving as a mentor and leader within our Customer Service team.

Responsibilities

• Customer Experience & Order Management
  • Own customer orders end-to-end, ensuring accuracy, pricing, lead times, and on-time delivery
  • Proactively review open orders and communicate changes before customers have to ask
  • Create shipping releases and manage expedited shipments when needed
  • Process returns, credits, samples, and pricing requests with speed and accuracy
  • Partner closely with Sales and cross-functional teams (Scheduling, Supply Chain, Production, Quality, Engineering, and more)
• CRM & Process Excellence
  • Maintain customer data and contacts in Salesforce CRM
  • Capture customer insights, interactions, and trends to drive continuous improvement
  • Escalate and resolve system, process, or order issues—seeing them through to closure
  • Maintain strong product and process knowledge
• Senior-Level Impact
  • Lead customer meetings focused on open orders, inventory, and service performance
  • Create custom reports, spreadsheets, SOPs, and training materials
  • Assist Sales with onboarding new customers and managing high-level accounts
  • Lead or participate in special projects that improve customer service processes company-wide

Requirements

• Exceptional customer-facing communication and listening skills
• Action-oriented, diplomatic, and comfortable working with urgency
• Positive, patient, and team-focused attitude
• Strong problem-solver who thrives on challenges
• Ability to juggle multiple priorities in a fast-paced manufacturing environment