Customer Service & Fulfillment Specialist
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 proactively communicates order status and expectations, responds to customer inquiries, and works to resolve technical and logistical issues. The specialist reviews purchase orders and customer communications, then either routes requests to the appropriate departments or takes ownership of issues through resolution. The position also supports sales and service departments and helps customers with order acknowledgements, status updates, and questions.
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.
- Strong organizational skills.
- Ability to learn independently.
- Effective time-management skills.
- Detail-oriented approach.
- Ability to travel and 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, 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 needed.
- Manage customer relationships throughout the order management and fulfillment process.
- Monitor shared email inboxes and customer portals for requests for quotes, and enter new RFQs in D365.
- Monitor shared email inboxes and customer portals to locate and download purchase orders.
- Distribute and respond to customer communications from shared email inboxes 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 appropriate resources to resolve order fulfillment issues.
- Assist with the order fulfillment process, including determining product availability and production status.
- 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, status updates, and questions.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
