Senior Customer Service Specialist

About the role

The Senior Customer Service Specialist serves as the primary point of contact for assigned customers and plays a critical role in driving customer satisfaction, operational excellence, and revenue support. This position partners cross-functionally with Program Management, Sales, Engineering, and Supply Chain to manage moderately complex maintenance services orders and customer deliverables from order receipt through shipment and completion.

Responsibilities

• Manage the end-to-end processing of customer orders and deliverables, ensuring accurate and timely status updates from order receipt through shipment.
• Serve as the primary customer contact for day-to-day operational matters, resolving issues independently and escalating when appropriate.
• Extract, analyze, and interpret data from MRP and CRM systems to produce monthly and quarterly metrics supporting internal and external business reviews.
• Process new sales orders, contract reviews (CRs), and order acknowledgments/acceptance (OA) accurately and in a timely manner.
• Track, expedite, and monitor internal workflows to support on-time delivery performance.
• Cook with Engineering Change Order (ECO) status and other program updates to customers.
• Communicate customer requirements clearly and effectively to internal teams to ensure successful execution.
• Participate in internal risk mitigation meetings to proactively address potential delivery or execution challenges.
• Keep Sales Managers informed of order status, scope changes, and factory-originated updates.
• Participate in customer meetings and conference calls to provide order status, schedule updates, and operational support.
• Act as a liaison between Transactional Shared Services and customers to resolve outstanding receivable issues.
• Identify opportunities for process improvements and support continuous improvement initiatives to enhance customer service and operational efficiency.

Requirements

• 4-6 years of technical customer service experience (environment dealing with people) and working in a structured role with administrative duties.
• A high school diploma or equivalent required, Associate's degree preferred.
• Self-starter who takes initiatives in driving issues to resolution with demonstrated problem solving skills.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Effective team player and decision maker.
• MRP/ERP experience required (SAP preferred).
• Proficient in MS Office, specifically MS Word and MS Excel.
• Must be a US Citizen.

Qualifications

• High school diploma or equivalent required, Associate's degree preferred.
• 4-6 years of technical customer service experience (environment dealing with people) and working in a structured role with administrative duties.
• Self-starter who takes initiatives in driving issues to resolution with demonstrated problem solving skills.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Effective team player and decision maker.
• MRP/ERP experience required (SAP preferred).
• Proficient in MS Office, specifically MS Word and MS Excel.
• Must be a US Citizen.

Skills

• Technical customer service experience.
• Structured role with administrative duties.
• Problem-solving skills.
• Verbal and written communication skills.
• Organizational and time management skills.
• Team player and decision maker.
• MRP/ERP experience (SAP preferred).
• MS Office proficiency (Word, Excel).
• US Citizenship.

Benefits

• Paid Time Off
• I 401K with Employer Match and Profit Sharing
• Health and Wellness Benefits
• Learning and Development Opportunities
• Referral Program
• Competitive Pay
• Recognition
• Employee Stock Purchase Plan
• Inclusive & Supportive Culture

Pay

$65,700 - 87,600 per year

Schedule

Onsite