Customer Service Representative

Carboline•Greensboro, NC

About The Position

At Kop-Coat, Inc., exceptional customer service is more than answering questions; it’s about making it easy for our customers to do business with us. We are looking for a Customer Service Specialist to join our team and play a critical role in delivering the customer experience that differentiates Kop-Coat from our competitors. This position will manage the full customer order cycle, from order entry and fulfillment through shipping, invoicing, and receivables, while working closely with customers, sales, production, logistics, and our laboratory team. This is also a unique opportunity to become a key resource for one of Kop-Coat, Inc.'s most important customer service functions. Working alongside an experienced customer service leader, you will learn established processes, develop expertise in customer-specific requirements, help document critical knowledge, and identify opportunities to standardize and improve how we serve our customers.

Requirements

High school diploma or equivalent required; additional education or relevant training is a plus.
5+ years of experience in customer service, order management, inside sales, logistics, or a related field preferred.
Strong attention to detail and a high degree of accuracy when working with orders, pricing, product information, and shipping details.
Strong organizational and time-management skills, with the ability to manage multiple priorities and orders simultaneously.
Excellent written and verbal communication skills.
Ability to build productive relationships with customers and cross-functional internal teams.
Strong problem-solving skills and the ability to handle complex or unusual customer requests with sound judgment.
Comfortable working independently while knowing when to involve others to resolve an issue.
Proficiency with Microsoft Office and the ability to learn and effectively use business systems and customer/order management applications.

Responsibilities

Manage customer orders from initial acceptance through fulfillment, shipping, invoicing, and collection, ensuring accuracy throughout the process.
Enter and maintain orders with accurate pricing, product information, quantities, and shipping terms.
Serve as a responsive and professional point of contact for customers, sales representatives, and service teams, resolving questions and issues efficiently.
Coordinate production, scheduling, and shipments with the Corsicana facility and third-party tolling partners.
Monitor orders throughout the fulfillment process and proactively communicate status updates, potential delays, and other issues.
Prepare freight estimates and coordinate logistics by evaluating delivery requirements, destinations, carrier options, and other shipping considerations.
Build strong, collaborative relationships with customers and internal partners to support exceptional service and operational excellence.
Partner with the laboratory team on raw material purchasing, order reconciliation, and customer shipping and receiving activities.
Learn and document customer-specific processes, preferences, and historical account requirements to ensure continuity and consistency.
Identify opportunities to streamline processes, improve communication, and increase efficiency across the order management workflow.
Support the development of standardized processes and documentation that will strengthen the team's ability to serve customers effectively over the long term.