Customer Service Specialist

About the role

This position partners closely with Sales and cross-functional teams to ensure a seamless, customer-centric experience from order creation through delivery and beyond.

Responsibilities

• Partner with Sales to create new customer items using the PLS form in Radius.
• Enter customer sales orders, verifying all requirements (product/order minimums, pricing, lead times).
• Deliver complete, accurate, and timely sales order details to support internal processing.
• Review open order reports daily and proactively communicate changes to customers.
• Create shipping releases with a high level of accuracy to achieve on-time delivery.
• Manage expedited shipments, including required management approval and scheduling.
• Process returns and credits promptly to ensure an effortless customer experience.
• Maintain and update customer contacts in Salesforce CRM for surveys, marketing, and announcements.
• Leverage Salesforce CRM to capture customer insights, interactions, and feedback for continuous improvement.
• Liaise with internal teams (Pre-media, Engineering, Supply Chain, Scheduling, Quality, Production, Shipping) to enhance the customer experience.
• Escalate internal systematic or process concerns until a resolution is provided to the customer.
• Maintain technical awareness of products and processes.
• Process and manage non-conformances with internal and external customers.
• Provide samples to customers as needed.
• Obtain pricing or price lists for existing items upon request.

Requirements

• Exceptional customer-facing communication and listening skills.
• Action-oriented, assertive, and diplomatic with a sense of urgency and creative problem-solving ability.
• Thrives on challenges and maintains a friendly, patient, and positive attitude.
• Values teamwork and supports a collaborative environment.
• College degree preferred or 2+ years of experience in a Customer Service role in a manufacturing environment.
• Must be able to work onsite in Payson, Utah, between 8 a.m. and 5 p.m.
• Ability to identify, prioritize, and meet multiple expectations for the role.