Customer Service Specialist I

American Air Filter International • Lyndon, KY

1d

About The Position

AAF International is hiring a Customer Service Specialist I to provide world-class customer service by exceeding customer expectations through strong interpersonal skills, thorough product and system knowledge, and timely problem-solving and dispute resolution. The role serves as a cross-functional liaison with customers, Sales, Accounts Receivable, Credit and Collections, and Operations to support customer satisfaction.

The specialist handles customer questions and requests related to products and services, quotes, order entry and status, order confirmations, invoices, complaints, and shipping. The role also supports new-customer setup and customer master-file maintenance in SAP, helps resolve invoice disputes and billing errors, and provides freight estimates in coordination with Operations. The position requires proactive customer contact, accurate recordkeeping, adaptability to changing priorities, and a commitment to health, safety, and environmental awareness.

Requirements

• High school diploma or equivalent required.
• Five years of prior experience in customer service or a related area; manufacturing or industrial experience is preferred.
• Proficiency with Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• Strong communication skills, including English communication face to face, by telephone, and in writing.
• Ability to calculate figures and amounts such as discounts, commissions, and percentages.
• Ability to apply basic algebra and geometry.
• Problem analysis and solving skills.
• Organizational and planning skills.
• Attention to detail.
• Creativity.
• Ability to work as a team player.
• Stress tolerance.
• A commercial, outgoing approach and willingness to build relationships with external and internal customers.
• Ability to contact customers proactively and provide an immediate first response.
• Flexible approach to work and willingness to accept changing priorities.
• Willingness to seek support from a manager when needed.
• Health, safety, and environmental awareness.

Nice To Haves

• Associate or bachelor’s degree.
• Industry knowledge or experience.
• Telephone contact and communication skills.

Responsibilities

• Collaborate with customers, the direct sales team, and other departments to provide product and service information, quotes, order entry (including will calls), order confirmations, invoice copies, complaint handling, and order-status or order-maintenance support.
• Receive, investigate, and respond to customer inquiries, prioritizing urgent matters.
• Maintain current knowledge of lead times, product information, pricing, shipping schedules, and other details needed to assist customers accurately and efficiently.
• Record customer interactions and transactions in SAP and PC software systems, including inquiry, complaint, and comment details and actions taken.
• Set up new customers in SAP and work with Credit and Collections to process credit applications.
• Maintain knowledge of company products and processes.
• Maintain customer master files, including contact information, sold-to and ship-to details, shipping terms, pricing, and customer-specific text requirements.
• Assist the Credit department with invoice disputes and billing-error resolution.
• Provide freight estimates and work with Operations on delivery and freight estimates to ensure accuracy.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED