Customer Service Associate

About the position

We are seeking a Customer Service & Sales Support Specialist to provide exceptional service and support to customers, distributors, and internal teams. This role ensures timely and accurate order processing, shipment coordination, and issue resolution while enhancing sales through product knowledge and delivery capabilities. The ideal candidate thrives in a fast-paced environment, has strong communication skills, and is proficient in Microsoft Office, with experience in customer service and order management.

Responsibilities

• Ensure customer satisfaction through service level measures and targets
• Ensure timely and accurate shipments, expedite internally, and communicate accurate dates to customer
• Resolve issues (short or mixed shipments, quality issues, on time) per SLA standard
• Manage the process of returns, debits, and credits within required policy
• Manage warehouse monthly replenishment orders, inventory reconciliation, proper releases, and invoicing
• Key interface between the customer and internal departments (manufacturing, materials, planning, shipping, and billing) and coordinate activities between the customer, sales, and other functional areas of the business to meet organizational goals as well as ensure timely and accurate order shipments to the customer
• Enhance sales through the application of product knowledge and understand delivery capabilities
• Ensure that sales orders and EDI (Electronic Data Interchange) orders are verified and accurately entered, tracking errors, and initiating preventive steps, handle cancellations, debits, and credits
• Maximize the integration of MRP (Material Resource Planning) system tools into all areas of company daily activities
• Execute assigned customer service campaigns to plan
• Answer questions on issues outside of normal guidelines, terms, and conditions
• Verify that all department processes and procedures are documented and executed correctly, and that individual(s) are trained and cross trained as necessary to execute all customer service functions
• Enter & maintain case documentation for all incoming Customer Service transactions to standard procedures
• Responsible for adherence and knowledge of all ISO processes, procedures, flowcharts, and quality policy
• Other duties may be assigned

Requirements

• High School Diploma or GED Equivalent
• Experience Working in a Fast-Paced Environment
• Customer Service Experience
• Excellent Verbal and Written English Communication Skills

Nice-to-haves

• Associate's or bachelor's degree in Business, Sales, Marketing or Related Field
• Familiarity with MRPII