Customer Service & Sales Support Specialist

DRT Holdings, LLC•Winsted, CT

7d•Onsite

About The Position

In this high-impact Customer Support Lead role, you are the central hub between Sales, Production, Planning, Quality, Shipping, and Finance. You don’t just manage orders, you own the customer experience from order entry through delivery, ensuring speed, accuracy, communication, and follow-through at every step. If you thrive in a fast-paced manufacturing environment, love solving problems before they escalate, and take pride in keeping operations and customers aligned, you’ll excel here. This is more than customer service—it’s the operational heartbeat of the customer experience. Every order you manage, every issue you solve, and every update you deliver directly impacts customer trust and business performance.

Requirements

High School Diploma required
3+ years in customer service, order management, sales support, or manufacturing environment
Strong customer-first mindset with a focus on responsiveness and relationship-building
Clear, confident communicator (written and verbal)
Highly organized with the ability to manage multiple priorities at once
Strong problem-solving skills with sound judgment under pressure
Detail-driven with high accuracy in data entry and order processing
Proficient in Microsoft Office (Excel, Word, Outlook, PowerPoint)
Comfortable working across ERP/CRM/order management systems
Ability to interpret orders, reports, schedules, and customer specifications
Self-starter who thrives independently and collaboratively

Nice To Haves

Associate degree preferred (Business, Supply Chain, Operations, or related field)
Equivalent combinations of education, training, and relevant experience will also be considered.
Experience with ERP/MRP systems strongly preferred
Background in industrial, manufacturing, automotive, or technical environments is a plus

Responsibilities

Act as the primary point of contact for customer inquiries, order updates, product questions, and issue resolution
Build strong, trusted relationships through proactive, professional communication
Resolve complaints and escalations with urgency and accountability
Keep customers informed, confident, and supported at every stage
Translate customer needs and priorities to internal teams with clarity
Enter and manage customer orders accurately within ERP systems
Review pricing, product specs, and delivery requirements for completeness
Track orders end-to-end to ensure on-time delivery performance
Manage order changes, returns, credits, and special requests
Support contract review and order acknowledgment processes
Monitor inventory levels to support customer demand and delivery commitments
Partner with Production Planning, Manufacturing, and Shipping to avoid delays
Identify risks early and escalate supply or scheduling issues proactively
Support forecasting and demand planning activities
Help maintain inventory accuracy and reporting integrity
Generate weekly, monthly, and ad hoc reports on orders, service metrics, and inventory
Analyze trends and highlight opportunities for improvement
Maintain accurate ERP/CRM data and documentation
Build insights that support better decision-making across teams
Identify process gaps and recommend improvements to workflows and communication
Support onboarding and mentoring of team members when needed
Participate in cross-functional initiatives and operational projects
Champion a customer-first, accountability-driven culture
Other duties as assigned.