Customer Care Specialist

Focus•Chicago, IL

4d•Onsite

About The Position

Accurate Perforating Co is seeking a Customer Care Specialist responsible for providing exceptional customer service while accurately processing customer orders from receipt through shipment. This role serves as the primary point of contact for customers, ensuring timely communication, accurate order entry, and coordination between sales, production, shipping, and accounting. Success in this position requires excellent communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced manufacturing environment.

Requirements

High school diploma or equivalent required.
2-5 years of customer service or order entry experience.
Excellent verbal and written communication
Strong organizational skills
High attention to detail
Ability to multitask in a fast-paced environment
Professional telephone etiquette
Strong problem-solving abilities
Customer-focused attitude
Proficient with Microsoft Office (Excel, Outlook, Word)

Nice To Haves

Associate's degree preferred.
Manufacturing or industrial products experience preferred.
Experience with ERP systems preferred (Epicor, SAP, Microsoft Dynamics, Oracle, etc.).
Experience in manufacturing or metal fabrication
Knowledge of shipping methods and freight terminology
CRM software experience
Ability to read purchase orders and manufacturing documentation

Responsibilities

Serve as the primary contact for customer inquiries via phone and email.
Build strong relationships with customers through professional and timely communication.
Provide updates on order status, production schedules, and shipping information.
Resolve customer concerns and escalate issues when appropriate.
Respond to customer requests within established service standards.
Accurately enter customer orders into the ERP system.
Verify pricing, quantities, part numbers, shipping instructions, and requested delivery dates.
Review purchase orders for completeness and accuracy.
Process order changes, cancellations, and revisions.
Generate order acknowledgements and send confirmations to customers.
Assist the sales team with order tracking and customer communications.
Coordinate with inside and outside sales representatives on customer requests.
Prepare documentation and reports as needed.
Support quote follow-up and administrative tasks.
Coordinate with production planning to ensure customer delivery commitments are met.
Communicate order priorities and schedule changes.
Work with shipping to ensure accurate and timely deliveries.
Monitor backorders and communicate expected ship dates.
Maintain accurate customer records in the ERP and CRM systems.
File customer documentation electronically.
Assist Accounts Receivable with invoice or payment questions when necessary.
Participate in continuous improvement initiatives to improve customer service processes.