Position Summary:
The Customer Service Specialist is responsible for managing domestic and international customer accounts by ensuring accurate and timely order processing, shipment coordination, and issue resolution. This role requires collaboration across internal departments and interaction with external stakeholders to deliver high-quality service and maintain customer satisfaction.
Key Responsibilities:
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Manage customer orders using PeopleSoft and SAP order systems.
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Coordinate international logistics using Origin Manager; maintain shipping templates and create bookings.
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Create and process ePOs; validate and approve invoices.
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Ensure compliance with customs regulations for designated locations.
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Support global Optical Fiber Customer Service teams as needed.
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Issue credits/rebates, update RMA systems, and close Return Authorizations.
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Provide RFQs and quotes based on product and pricing knowledge.
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Monitor open orders and shipments; take proactive action on delays.
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Track shipments and implement corrective actions if issues arise.
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Maintain customer profiles and buying agreements in systems.
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Ensure Fiber Data Delivery (FDD) availability as required.
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Respond to customer inquiries within 24 hours.
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Develop technical knowledge to recommend fiber products.
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Liaise with Planning, QA, Shipping, Finance, IT, Transportation, and external customers.
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Resolve payment discrepancies with customers and Commercial Ops.
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Provide reports and analysis to support the sales team.
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Participate in projects or business teams as needed.
Required Skills:
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Exceptional attention to detail
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Strong prioritization and multitasking abilities
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Excellent verbal and written communication skills
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Customer-focused and quality-driven
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Strong organizational and problem-solving skills
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Proficient in Microsoft Outlook, Teams, Word, and SharePoint
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Team-oriented and adaptable to dynamic environments
Desired Skills:
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Experience with Optical Fiber's PeopleSoft and SAP systems
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Knowledge of Optical Fiber processes and corporate operations
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Change management and leadership capabilities
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Strong Excel skills
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Project management and task prioritization experience
Soft Skills:
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Positive, proactive attitude
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Results-oriented mindset
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High self-confidence
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Initiative and ownership mentality
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.