Customer Service & Fulfillment Specialist

Human Resources•Mobile, AL

11d

About The Position

The Customer Service & Fulfillment Specialist is the key point of contact for managing customer relationships throughout order management and fulfillment. The role focuses on proactively communicating order status and expectations, and resolving customer technical and logistical issues. The specialist reviews purchase orders and customer communications in detail, then either routes inquiries to the appropriate departments or takes ownership of them through resolution. The position also supports sales and service teams and interacts with department representatives and customers.

Requirements

High school diploma.
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 detail-oriented.
Self-directed learner with effective time-management skills.
Ability to travel and maintain a clear driving record in accordance with company driving guidelines.
Ability to 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 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 them with customers and internal departments when needed.
Manage customer relationships throughout the order management and fulfillment process.
Monitor shared email boxes and customer portals for quote requests, 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 from shared email boxes in a timely, courteous, and professional manner.
Acknowledge receipt of purchase orders in customer portals when necessary.
Assist with changes and updates to sales orders and purchase orders.
Engage the appropriate resources to resolve order fulfillment issues.
Assist with the order fulfillment process for determining product availability and production.
Communicate professionally with customers in writing and verbally.
Interact with department representatives at all levels, 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.