Customer Service And Order Management

Aston Carter

3d•Onsite

About The Position

This role is responsible for delivering a high level of customer service by managing customer inquiries, orders, and issue resolution from start to finish. The specialist serves as the primary point of contact for customers and OEM partners, ensuring timely communication, accurate order processing, and consistent follow-through. The position requires strong ownership, the ability to prioritize tasks independently, and a commitment to seeing customer needs through to completion in a fast-paced, team-oriented environment.

Requirements

Demonstrated customer service experience in a fast-paced environment.
Proficiency in handling inbound customer calls and providing phone-based support with professional phone etiquette.
Strong data entry skills with the ability to enter and update computer-based records accurately.
Ability to document calls and interactions thoroughly and clearly within CRM or related systems.
Experience with order processing and order management, including tracking and updating order status.
Conflict resolution skills and the ability to manage customer grievances calmly and effectively.
Competence in providing product support, warranty assistance, and parts order coordination.
Ability to identify root causes of customer issues and implement appropriate solutions.
Proficiency with Microsoft Office applications.
Experience working in a customer service call center or similar high-volume support environment.
Ability to manage multiple tasks, prioritize independently, and follow through on commitments.
Strong written and verbal communication skills across phone, email, chat, and online portals.
Attention to detail and commitment to accurate documentation and compliance with policies and procedures.
Experience using CRM systems, specifically HubSpot, to maintain customer records and track interactions.

Nice To Haves

Experience supporting customers with website and portal navigation and online order placement.
Familiarity with warranty claims processing, certificates of origin, and related documentation.
Coordinating with internal teams to ensure timely order fulfillment and issue resolution.
Experience managing customer accounts from initial request through completion, maintaining ownership of the full lifecycle.
Comfort working with OEM partners and external stakeholders.
Exposure to service-oriented environments where accuracy, responsiveness, and follow-through are critical.
Ability to adapt to cross-training opportunities and take on additional responsibilities as needed.

Responsibilities

Serve as the primary point of contact for customers and OEM partners via phone, email, online chat, online portals, and in-person interactions.
Respond promptly and professionally to customer inquiries, providing accurate information and support across multiple communication channels.
Assist customers with product support, warranty information, parts orders, pricing requests, and product inquiries.
Support customers with website and portal navigation, including order placement and account-related questions.
Manage parts orders from initial request through completion, including order entry, verification, and updates.
Provide pricing, delivery, and order information for reimbursement or replacement parts and ensure customers receive clear and timely updates.
Track order status, monitor shipments and production, and proactively follow up with customers on progress and any changes.
Handle customer accounts end-to-end, maintaining ownership of issues and ensuring resolutions are completed to the customer’s satisfaction.
Resolve product or service grievances by identifying the root cause, determining the best solution, clearly explaining the course of action to the customer, and executing the resolution.
Ensure that appropriate actions are taken to resolve customer grievances in a timely and consistent manner.
Escalate complex customer complaints or questions to specialists or leadership when appropriate, while maintaining ownership of the overall resolution.
Assist customers with warranties, claims processing, certificates of origin, and related documentation.
Maintain accurate and up-to-date records in the CRM system (HubSpot), including detailed documentation of calls, emails, and actions taken.
Monitor and respond to emails and voicemails daily, ensuring no customer communication goes unanswered.
Coordinate with internal teams to ensure timely and accurate order fulfillment and issue resolution.
Ensure all actions and decisions comply with applicable rules, regulations, policies, and procedures.
Participate in cross-training activities and complete other duties as assigned to support team coverage and flexibility.