Customer Care Specialist

Wakefield Thermal • Pelham, NH

17h

About The Position

The Order Entry / Customer Care Specialist plays a critical, customer-focused role within the Customer Care team. This position is responsible for supporting the company’s sales strategy and profit objectives while ensuring a consistently positive customer experience. Working closely with teammates, sales leadership, and production teams, this individual manages order processing, communication, and coordination across departments to ensure accurate, timely fulfillment.

Requirements

• 2–5 years of customer service experience in a fast-paced manufacturing, office, or comparable environment.
• Strong ability to multitask and manage competing priorities with a sense of urgency.
• Customer-first mindset with a proactive approach to problem-solving.
• Ability to analyze internal and external requests and effectively retrieve and interpret data from company systems.
• Proven team player with strong collaboration skills.
• Excellent organizational skills with a detail-oriented, analytical, and results-driven approach.
• Goal-oriented with the ability to prioritize and meet key deadlines.
• Strong verbal and written communication skills.
• Positive, driven attitude with a competitive and results-focused mindset.
• High technical aptitude with strong PC skills; experience with ERP/CRM systems preferred (Microsoft AX, Epics, C2 CRM). Proficiency in Microsoft Office required.

Responsibilities

• Accurately process customer orders and acknowledgements for assigned regions within Microsoft Dynamics (AX) and Epics in a timely manner.
• Maintain and update customer portals with accurate, current information.
• Collaborate with Customer Service (CS) to communicate priority and “hot” orders to production teams, verify and audit order entries in AX, and close small balance orders and manage open order statuses.
• Coordinate closely with Plant Manager and production teams to execute top customer priorities and manage all open orders.
• Work cross-functionally to resolve issues and ensure production continuity.
• Respond to customer inquiries, providing updates on order status, shipping schedules, and adjustments as necessary.
• Provide backup support to team members as needed to ensure continuity of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees