CUSTOMER SERVICE

Position Summary

We are seeking a highly organized and customer-focused Customer Service & Order Management Specialist to serve as a key point of contact for customers while ensuring accurate and timely processing of orders. This role combines inbound customer support with order entry, order management, and cross-functional coordination.

The role is 100% on-site, particularly during the first six months. After that period, there may be an opportunity to transition to a hybrid work arrangement.

Customer Service

• Respond to inbound customer phone calls and email inquiries.
• Provide information regarding products, pricing, order status, and shipping updates.
• Resolve customer concerns while maintaining a positive, best in class customer experience – 100% of the time.
• Build strong internal and external customer relationships through proactive communication.
• Escalate complex issues when necessary.

Order Management

• Accurately enter customer orders into ERP, CRM, or order management systems.
• Review orders for completeness, pricing accuracy, and availability.
• Monitor orders and communicate updates to customers.
• Coordinate with Sales, Operations, Logistics, and Accounting teams.
• Manage order changes, returns, credits, and replacements.

Qualifications

• High school diploma or equivalent.
• 5+ years of customer service, order entry, or related manufacturing environment experience.
• Strong verbal and written communication skills.
• Excellent attention to detail and accuracy.
• Proficiency with Microsoft Office applications and automation tools (SFDC, SAP).
• SAP and Order Management experience & proficiency is a key asset.
• Skills & Competencies
• Customer-focused mindset
• Continuous Improvement mindset
• Problem-solving skills
• Organization and time management
• Attention to detail
• Professional phone & email etiquette
• Prior Inside Sales or Account Management experience is a key asset
• Experience with Data Analytics & Reporting

The annual salary for this position ranges from $44,000 to $60,000 and will be determined based on the candidate’s experience, skills, and relevant expertise.