Customer Service Specialist

2 weeks ago

Reno, Nevada, United States Storm Search Full time

The Customer Service Specialist serves as the primary liaison between customers, production teams, and supply chain to ensure seamless order execution, exceptional service, and on-time delivery. This role supports a fast-paced manufacturing environment by managing customer accounts, resolving issues proactively, and maintaining accurate order, inventory, and shipment information.

Key Responsibilities

  • Manage daily customer order processing from entry through shipment, ensuring accuracy in pricing, terms, lead times, and product specifications.
  • Serve as the main point of contact for customer inquiries, providing timely and professional communication regarding order status, shipment tracking, product availability, and manufacturing schedules.
  • Collaborate with production, planning, purchasing, and logistics teams to ensure on-time delivery and resolve any issues impacting customer commitments.
  • Monitor open orders, inventory levels, and production schedules to proactively identify delays or constraints and communicate solutions to customers.
  • Maintain customer account information, including contracts, shipping preferences, credit terms, and product requirements.
  • Support new product launches, engineering changes, and custom order requests by coordinating with internal teams and ensuring accurate customer updates.
  • Process returns, credits, warranty claims, and other after-sale service requests while ensuring compliance with internal policies.
  • Assist with forecasting and demand planning by tracking customer usage patterns and communicating trends to planning and operations teams.
  • Generate and maintain reports on order accuracy, fill rates, customer KPIs, and service performance to support continuous improvement.
  • Identify opportunities to improve customer experience, streamline internal processes, and strengthen cross-functional communication within the manufacturing organization.

Qualifications

  • Experience in customer service within a manufacturing, distribution, or industrial environment preferred.
  • Strong communication, problem-solving, and organizational skills with attention to detail.
  • Ability to thrive in a fast-paced, high-volume environment and manage competing priorities.
  • Proficiency with ERP systems (SAP, Oracle, Infor, etc.) and Microsoft Office tools.
  • Customer-focused mindset with the ability to build relationships and drive positive customer outcomes.

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