Customer Service Specialist

We are seeking a passionate and dedicated individual to join our team as a Customer Service Specialist II. In this role, you will play a pivotal role in providing exceptional customer service and account management for our key customers. Your primary responsibilities will include order entry, status updates, product availability monitoring, and ensuring seamless delivery and invoicing processes. Additionally, you will collaborate closely with various teams such as sales, transportation, quality assurance, scheduling, and forecasting, to ensure effective communication and successful outcomes.

KEY RESPONSIBILITIES:

• Review and process EDI orders, as well as manually enter orders when necessary.

• Maintain customer price files, commissions, accruals, and handle annual price increases.

• Manage customer item and address maintenance or setup.

• Communicate and coordinate special delivery notes.

• Monitor the transition of items and track customer orders.

• Respond promptly and professionally to general customer service inquiries.

• Regularly review work instructions to ensure adherence to established processes.

• Keep internal and external customers informed about order status, product availability, and delivery appointments.

• Develop and execute transportation strategies to optimize efficiency.

• Ensure accuracy in order processing and invoicing.

• Analyze daily key factor reports and customer scorecards to drive improvements.

• Take ownership of at least one key customer account defined by Supply Chain Leadership.

• Collaborate with Sales and Demand Forecasting teams to maintain accurate forecasts.

• Coordinate with external warehouses as necessary.

• Manage deductions related to customer service activities.

• Maintain a high level of communication with both internal and external stakeholders.

• Identify opportunities for process improvements and recommend actions for resolution.

QUALIFICATION REQUIREMENTS:

• Education

• High School Diploma required.

• Experience

• We are considering candidates for a Customer Service Specialist I or II

• Customer Service Specialist I - 2 years of previous experience in an office/business or customer service role

• Customer Service Specialist II - 4 years of Customer Service experience or equivalent business-to-business account management experience

• Basic math skills and proficiency in Microsoft Word and Excel.

• Experience with JDE or another ERP system, and familiarity with Logility.

• Strong teamwork skills, problem-solving abilities, and excellent written and verbal communication skills.