Customer Service Specialist

Responsibilities

• Serve as the primary point of escalation for customer concerns related to warehouse fulfillment, deliveries, backorders, stock availability, and service requests.
• Coordinate resolution of customer issues through collaboration with Distribution, Inventory Management, Procurement, and operational teams.
• Ensure customer interactions are handled professionally, timely, and with a focus on restoring confidence and maintaining continuity of care.
• Oversee daily customer service workflows supporting order fulfillment, replenishment requests, emergency deliveries, and supply inquiries.
• Maintain service levels and operational metrics to ensure customer expectations and departmental standards are achieved.
• Coincide communication across warehouse functions to minimize delays and improve order accuracy.
• Support contingency planning during supply interruptions, urgent requests, and high-volume operational periods.
• Ensure proactive communication regarding backorders, delivery delays, product substitutions, and operational impacts.
• Facilitate effective information flow between Customer Service Center (CSC) teams and customer departments to support informed decision-making.

Requirements

• Required: Associate's Degree
• Preferred: Bachelor's Degree
• 4 years general business and administrative experience, to include one year of experience in retail or ecommerce.
• May substitute required education degree with additional years of equivalent experience on a one to one basis.
• Preferred: Warehouse distribution, AI experience, and customer service experience a plus.

Qualifications

• The ability to satisfy and maintain all requirements necessary to ensure the continued security and integrity of critical infrastructure.

Skills

• Strong customer service skills
• Operational coordination experience
• Problem-solving abilities
• Warehouse distribution experience
• Effective communication across multiple teams
• Ability to manage service recovery and fulfillment-related concerns

Benefits

• Employer-paid medical coverage starting day one for employees working 30+ hours/week, plus optional group dental, vision, life, AD&D, and disability insurance.
• Accruals for PTO and Extended Illness Bank, plus paid holidays, wellness, childcare, and other leave options.
• Tuition Assistance Program after six months of service and access to extensive wellness, fitness, and employee resource groups.
• Defined-benefit pension through the Teachers Retirement System, voluntary retirement plans, and employer-paid life and reduced salary protection programs.