Customer Service Specialist

Job Description:

Summary:

The Customer Service Specialist supports customers and internal teams throughout the customer order lifecycle. This role receives, reviews, and processes orders; maintains accurate order and account information; monitors open orders and delivery commitments; and provides timely updates regarding order status, changes, and potential delays.

The Customer Service Specialist works closely with Sales, SIOP, Planning, Operations, Engineering, Supply Chain, Logistics, and Finance to communicate customer requirements, resolve discrepancies, and support accurate, on-time execution.

Essential Duties, Responsibilities and Accountabilities:

(Include the following; however, other duties may apply.)

Customer Communication and Support

• Respond to customer inquiries regarding order status, delivery timing, documentation, and other account needs with timely and accurate information.

• Maintain professional working relationships with assigned customers and serve as a consistent day-to-day point of contact.

• Communicate order changes, delays, constraints, and revised commitments promptly to customers and appropriate internal stakeholders.

• Document customer concerns, complaints, and requests; coordinate follow-up and escalate issues when additional support or authority is required.

Order Management and Execution

• Review and enter customer orders accurately, including part numbers, pricing, quantities, specifications, delivery requirements, and applicable contractual terms.

• Maintain accurate order records and supporting documentation in applicable ERP, CRM, customer portal, and business systems.

• Process order changes, cancellations, expedites, returns, and other customer requests in accordance with established procedures.

• Monitor open orders, backlog, and order milestones to identify discrepancies, missed dates, or risks to customer commitments.

• Coordinate required labels, shipping documents, certificates, and customer-specific paperwork with Quality, Production, and Logistics.

• Support the order lifecycle from receipt through production or procurement coordination, shipment, and invoicing.

Cross-Functional Collaboration

• Partner with SIOP, Planning, Operations, Engineering, Supply Chain, and Logistics to confirm capacity, material availability, technical requirements, and delivery timing.

• Provide accurate order, backlog, and demand information to support planning, backlog review, and operational meetings.

• Coordinate with Sales on pricing, customer expectations, and commercial questions that require clarification or approval.

• Work with Finance to research and resolve invoicing discrepancies, credits, or customer disputes.

• Follow through on assigned actions and keep customers and internal stakeholders informed until issues are resolved.

Reporting Compliance and Process Support

• Maintain open-order reports, account files, and other customer service records so information is current and accessible.

• Track recurring order or service issues and share observations that may improve accuracy, response time, and on-time delivery. 

• Follow standard work, departmental procedures, and customer-specific requirements and contribute practical updates to procedures and training materials.

• Protect confidential, proprietary, and export-controlled information and comply with applicable company, contractual, trade, and record-keeping requirements.

• Provide cross-training and coverage within the team as assigned.

Supervisory Responsibilities: This position has no direct supervisory responsibilities.

Qualifications: To perform this job satisfactorily, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school diploma or GED required. An associate or bachelor’s degree in business, supply chain, or a related field is preferred. Two or more years of customer service, order administration, sales support, or related experience is preferred. Experience in a manufacturing environment is strongly preferred. Working knowledge of ERP systems, Microsoft Excel, Outlook, and customer portals or CRM systems is preferred.

Language Skills: Ability to read and interpret customer orders, specifications, correspondence, and business instructions. Must communicate clearly and professionally with customers and cross-functional employees, both verbally and in writing.

Mathematical Skills: Ability to perform basic mathematical computations; ability to convert metric units correctly and apply the conversions to practical situations.

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EIS Legacy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.