Customer Service Specialist (Mount Vernon, US, 10550)

About the Role

The Customer Service Specialist is responsible for end-to-end order handling and customer interaction after the sale, ensuring that customer orders are processed accurately, delivered reliably, and followed up professionally. The role acts as the customer’s day-to-day operational interface, working closely with Sales, Supply Chain, and Logistics to ensure smooth execution and high customer satisfaction. The focus is on reliability, accuracy, and clear communication rather than commercial negotiation.

Success in the first 6–12 months will be defined by reliable order-to-delivery execution and reduced customer friction, including:

• Alignment with Global/HQ and Manager forums
• Following standard order handling steps, data rules, and escalation processes
• Aligning substitutions or shortage handling via Supply Chain/Sales rules (no unilateral decisions)
• Using agreed service KPIs and reporting definitions
• Improved order accuracy and confirmation
• Proactive customer communication on issues (before the customer chases)
• Reduced complaints caused by execution errors and faster resolution cycles

Responsibilities

Order Handling & Execution

• Manage customer orders from receipt to delivery
• Ensure accurate order entry and confirmation
• Coordinate with Supply Chain and Logistics to ensure correct and timely deliveries
• Monitor order status and proactively address potential issues

Customer Communication & Support

• Act as the daily point of contact for customers on orders, delivery status, and operational questions
• Handle enquiries, changes, and follow-ups professionally and efficiently
• Communicate clearly with customers in case of delays, shortages, or deviations
• Support resolution of customer complaints and issues

Internal Coordination

• Work closely with Sales Representatives, Key Account Managers, and Sales Managers
• Coordinate with Supply Chain, Logistics, and Operations to align on delivery and availability
• Ensure smooth handover between Sales and Customer Service processes
• Escalate risks and issues in a timely and structured manner

Data, Systems & Process Discipline

• Maintain accurate customer and order data in ERP and CRM systems
• Follow defined customer service processes and ways of working
• Support reporting on service level, order accuracy, and customer issues
• Contribute to continuous improvement of customer service processes

Customer Experience & Quality

• Ensure a professional and consistent customer experience
• Support implementation of group standards for customer interaction and service
• Act in line with DAT-Schaub values and quality expectations