Customer Service Specialist

2 weeks ago

Albany, NY, United States Affinity Group Full time
Customer Service Specialist – K-12 School Business & Order Management

Position Summary:
The Customer Service Specialist supports K-12 school customers by managing orders, resolving inquiries, and ensuring a seamless customer experience from order placement to delivery. This position serves as the key liaison between schools, sales teams, and internal departments to ensure accuracy, timeliness, and high-quality service for all K-12 business accounts. Responsible for inputting all daily activity into CRM and planning against all top-priority customers.

Key Responsibilities:
  • Serve as the primary contact for K-12 school accounts, handling inquiries via phone, email, and online systems.
  • Manage the full order process — including entry, verification, tracking, and issue resolution.
  • Ensure purchase orders, quotes, and invoices align with district purchasing requirements and bid contracts.
  • Maintain strong relationships with school administrators, food service directors, and district procurement teams.
  • Monitor delivery schedules and coordinate with logistics or production teams to ensure on-time fulfillment.
  • Proactively identify and resolve order or billing discrepancies.
  • Support seasonal or program-specific ordering cycles (e.g., back-to-school, summer programs).
  • Maintain accurate customer records and documentation in CRM or ERP systems.
  • Collaborate cross-functionally with Sales, Operations, and Finance to support customer needs and company goals.
  • Provide feedback on recurring customer issues and suggest process improvements.

Qualifications:
  • Education: High school diploma or equivalent required; associate or bachelor’s degree preferred.
  • Experience: 2+ years in customer service, account management, or order processing — preferably in K-12, education, or foodservice industries.
  • Skills:
    • Excellent communication and relationship-building skills.
    • Strong attention to detail and accuracy in order management.
    • Proficiency with Microsoft Office, CRM, and ERP systems.
    • Ability to manage multiple priorities in a fast-paced environment.
    • Familiarity with school district purchasing, bids, or government procurement (a plus).

Core Competencies:
  • Customer Focus
  • Problem Solving
  • Team Collaboration
  • Process Efficiency
  • Accountability and Ownership

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:
  • The typical work week: Monday through Friday
  • During the food trade show season, the position requires the ability to stand for extended periods, with the ability to safely lift case goods (up to 50lbs.).
  • Travel: Position requires daily motor vehicle travel to assigned locations.

Why Join Us:
Be part of a mission-driven team that supports schools nationwide. Help ensure K-12 students and staff receive the products and services they rely on every day.

SALARY/ BENEFITS:
  • Health & Wellness: Medical and dental insurance plans
  • Supplemental insurance, short/long term benefits (self-paid)
  • 401(k) Retirement plan
  • Employee Stock Ownership Plan
  • Paid Time Off & Company Holidays

Salary range:  $45,000 - $60,000
The Affinity Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.
 

The Affinity Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.

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