Customer Service Specialist

Location: Florence, KY (Hybrid – Regular In-Office Presence Required)

Position Summary

The Customer Service Specialist is responsible for processing customer orders, managing order entry, and coordinating shipment scheduling to ensure customer requirements are met in a timely and accurate manner. This role serves as a key liaison between internal departments and external customers, supporting sales territories and ensuring effective communication across functions.

Key Responsibilities

Order Processing & Coordination

• Process customer orders, including order entry and shipment scheduling.

• Coordinate orders and shipments between Manufacturing and customers.

• Track and report delivery dates, anticipated delays, conflicting purchase order terms, and substitutions as needed.

• Communicate status updates regarding delayed orders, back orders, or required substitutions.

Customer & Sales Support

• Support assigned sales territories by processing customer inquiries, providing pricing quotes, delivery information, and terms.

• Serve as liaison between internal departments and external customers or sales representatives.

• Handle phone, fax, and email inquiries; assess customer needs and recommend appropriate products when applicable.

• Refer advanced technical or sales inquiries to the appropriate Sales Manager, Technical Sales, or Product Champion.

Cross-Functional Collaboration

• Interface with credit and collections, sales, shipping, and purchasing teams to ensure timely and effective service.

• Respond to customer complaints and coordinate resolutions with responsible departments.

Administrative Support

• Perform essential administrative functions such as scanning and indexing paperwork, releasing RMAs into internal systems, and maintaining accurate documentation.

Continuous Improvement

• Apply guiding principles and tools of the Manufacturing System to drive continuous improvement initiatives where applicable.

Minimum Qualifications

• High school diploma or equivalent required

• 1–3 years of general customer service experience

• Strong organizational, problem-solving, phone, and interpersonal skills

• Ability to confidently assess and mediate high-pressure situations

• Proficiency in Microsoft Office applications

• Ability to work across multiple systems simultaneously

• Must reside within commuting distance of Florence, KY

Preferred Qualifications

• Bachelor's degree in Business Administration, Communications, or related field

• Experience in a manufacturing environment

• Evidence of mechanical aptitude

Work Schedule

This position follows a hybrid schedule and requires regular in-person work at the Florence, KY office.