Customer Service & Fulfillment Specialist

Human Resources•Jacksonville, FL

11d

About The Position

The Customer Service & Fulfillment Specialist is a key point of contact for managing customer relationships throughout the order management and fulfillment process. The role focuses on proactively communicating order status and expectations, resolving customer technical and logistical issues, reviewing purchase orders and customer communications, and either routing inquiries to the appropriate departments or taking ownership through resolution. The specialist also supports sales and service departments and assists customers with order acknowledgements, status updates, and questions. The position requires detailed handling of purchase orders, requests for quotes, customer portals, shared email communications, and sales order updates. The specialist works with internal and external representatives to support product availability and production decisions, maintain accurate processes, and deliver timely, professional customer service. Physical functions include lifting up to 25 pounds, bending and stooping, and standing for extended periods. Travel is required, with a clear driving record under company guidelines.

Requirements

High school diploma.
Experience in a customer service or 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 and self-directed learner.
Effective time management and detail-oriented approach.
Ability to travel and maintain a clear driving record in accordance with company driving guidelines.
Must pass a background check and drug/alcohol screening.
Ability to lift up to 25 pounds, bend and stoop, and stand for extended periods.

Nice To Haves

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

Responsibilities

Interpret purchase order directions and clarify them with customers and internal departments when necessary.
Manage customer relationships throughout the order management and fulfillment process.
Monitor shared email boxes and customer portals for requests for quotes, and enter new RFQs in D365.
Monitor shared email boxes and customer portals to locate and download purchase orders.
Distribute and respond to customer communications through shared email, ensuring responses are timely, courteous, and professional.
Acknowledge receipt of purchase orders in customer portals when necessary.
Assist with changes and updates to sales orders and purchase orders.
Engage the necessary resources to resolve order fulfillment issues.
Assist with order fulfillment processes related to product availability and production determination.
Communicate professionally with customers through written and verbal channels.
Interact with 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.