Customer Service / Office Administration Support

Council of Industry•Wallkill, NY

About The Position

The Customer Service / Office Administration Support employee supports daily office operations and provides customer service. The role serves as a liaison between customers, the front office, sales, production, warehouse/fulfillment, and logistics teams. Its primary focus is accurate and timely order processing, customer account management, ERP system administration, and coordinating customer orders through fulfillment. The position also provides general administrative and office support, including assistance with invoicing, accounts payable and receivable, vendor coordination, and record keeping.

Requirements

3–5 years of experience in customer service, order processing, office administration, or a related business support role.
Hands-on experience working with an ERP system.
Strong computer skills and proficiency with Microsoft Office, particularly Excel and Outlook.
Excellent verbal and written communication skills.
Strong organizational and time-management skills, including the ability to manage multiple priorities.
Exceptional attention to detail and a high level of accuracy.
Strong problem-solving and decision-making abilities.
Ability to work effectively and professionally with customers, vendors, management, and cross-functional teams.
Ability to work independently and effectively as part of a team.
Strong follow-through and accountability for assigned responsibilities.

Nice To Haves

Experience with a major ERP platform.
Experience in manufacturing, distribution, fulfillment, or a similar operational environment.
Experience with ERP reporting and data management.
Familiarity with invoicing, accounts payable, accounts receivable, and basic accounting procedures.
Prior experience coordinating or leading the work of others.

Responsibilities

Manage customer orders from receipt of purchase orders through fulfillment and delivery.
Enter, process, track, and confirm customer purchase orders in the company’s ERP system.
Respond to customer inquiries about orders, product availability, pricing, delivery status, and returns.
Monitor open orders and communicate status, delays, or changes to customers and internal teams.
Investigate and resolve customer complaints, order discrepancies, shipping issues, and other service matters.
Coordinate with sales, production, warehouse/fulfillment, affiliates, and logistics teams to resolve issues and support timely fulfillment.
Maintain customer satisfaction through responsive, professional, and timely communication.
Maintain accurate customer and order information in the ERP system, including customer account profiles and billing, shipping, pricing, and contact details.
Maintain data integrity across customer, order, inventory, and related ERP records; generate customer, sales, order, and operational reports as needed.
Assist with ERP system administration, improve data accuracy and workflow efficiency, and support consistent use of ERP processes and procedures.
Identify bottlenecks in the order-to-cash process and recommend or implement workflow improvements.
Manage day-to-day front-office administrative activities and maintain an organized, professional office.
Handle incoming calls, emails, correspondence, and general customer or vendor inquiries.
Coordinate office supplies and administrative needs; assist with scheduling, document preparation, data entry, filing, and other administrative tasks.
Maintain organized records and follow document retention and filing procedures.
Coordinate with vendors and service providers as needed.
Provide administrative support for invoicing and general accounting functions, including accounts payable and accounts receivable activities as needed.
Assist with customer account reconciliation and resolution of billing discrepancies.
Support vendor management and maintain accurate vendor records.
Work with management and accounting personnel to ensure accurate and timely financial documentation.