Customer Service & Fulfillment Specialist

W&O Supply • Jacksonville, FL

9d

About The Position

The Customer Service & Fulfillment Specialist is a key point of contact for managing customer relationships throughout order management and fulfillment. The role primarily involves proactively communicating order status and expectations, and actively resolving customer technical and logistical issues. The specialist reviews purchase orders and customer communications in detail, then routes inquiries to the appropriate departments or takes ownership of issues through resolution. The position also supports sales and service departments and assists customers with order acknowledgements, status updates, and questions. This description outlines the general nature and level of the work and is not an exhaustive list of duties; responsibilities may be amended to meet business and organizational needs.

Requirements

• High school diploma.
• Experience in customer service or an administrative role addressing business processes and customer needs within customer service and order fulfillment processes is preferred.
• Strong attention to detail and commitment to process accuracy and flawless execution.
• Excellent communication and collaboration skills across departments.
• Problem-solving mindset and ability to navigate complex customer situations calmly and effectively.
• Customer-focused attitude toward internal and external customers, with service recovery experience.
• Highly organized, self-directed learner with effective time management and attention to detail.
• Able to travel and maintain a clear driving record in accordance with company driving guidelines.
• Must pass a background check and drug/alcohol screening.

Nice To Haves

• D365 experience.
• College degree.
• Experience in customer service or an administrative role addressing business processes and customer needs within customer service and order fulfillment processes.

Responsibilities

• Interpret purchase order directions and clarify and communicate them to customers and internal departments when necessary.
• Manage customer relationships throughout the order management and fulfillment process.
• Monitor a shared email box and customer portals for requests for quotes, and enter new RFQs in D365.
• Monitor a shared email box and customer portals to find and download purchase orders.
• Distribute and respond to customer communications through the shared email box in a timely, courteous, and professional manner.
• Acknowledge receipt of purchase orders within customer portals when necessary.
• Assist with changes and updates to sales orders and purchase orders when necessary.
• Engage the necessary resources to resolve order fulfillment issues.
• Assist with the order fulfillment process for product availability and production determination.
• Communicate professionally with customers in writing and verbally.
• Interact with department representatives at all levels, both internally and externally.
• Proactively communicate order status and expectations to customers.
• Resolve customer logistical issues as they arise.
• Follow up promptly on customer order needs, inquiries, and issues.
• Assist sales and service departments with questions.
• Assist customers with order acknowledgements, order status, and questions.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED