Customer Service Specialist

Americhem•Concord, NC

24d

About The Position

The Customer Service Specialist (CSS) serves as the frontline liaison between customers and the manufacturing organization. This role is responsible for managing customer communications, processing orders, and ensuring timely and accurate fulfillment. The CSR works collaboratively with cross-functional teams—including Production, Planning, Logistics, and Sales—to deliver an exceptional customer experience. By maintaining professionalism, accuracy, and responsiveness, the CSR helps strengthen customer relationships and support organizational goals.

Requirements

2+ years of Customer Service experience, preferably in a manufacturing or industrial setting.
Experience with ERP systems (preferably IFS) and CRM platforms (preferably Salesforce).
Strong oral and written communication skills.
Proficiency in Microsoft Office (Excel, Word, Outlook, Teams).
Strong attention to detail and ability to manage multiple tasks simultaneously.
Ability to work independently and collaboratively within a team.
Strong problem-solving abilities.
Strong organizational skills with the ability to manage multiple priorities.
Results-driven with a proactive approach to problem-solving.
Customer-focused mindset with the ability to build strong relationships.
Ability to adapt to changing priorities and work effectively under pressure.
Strong teamwork and collaboration skills.

Nice To Haves

Experience in manufacturing or B2B order processing environment is a plus.
CRM experience (Salesforce or similar) preferred.

Responsibilities

Serve as the primary point of contact for customers via phone, email, or service ticketing systems.
Provide accurate and timely information on order status, product availability, pricing, and delivery schedules.
Ensure all customer communications are handled with courtesy and professionalism.
Enter and process customer orders accurately and efficiently within the ERP system.
Handle customer requests for order changes, returns, and credits in accordance with company policies.
Collaborate with internal departments to confirm order details, production timelines, and shipping arrangements.
Investigate and resolve routine customer inquiries, including delivery delays, invoice discrepancies, or documentation needs.
Escalate complex or unresolved issues following established escalation protocols.
Communicate proactively with customers regarding order status changes or potential issues.
Maintain detailed and accurate records of all customer interactions, orders, and correspondence.
Ensure all data entries and documentation adhere to Standard Operating Procedures (SOPs).
Perform regular reviews of order accuracy to minimize errors and rework.
Gather insights from customers regarding recurring issues or improvement opportunities.
Report customer feedback and trends to the Team Lead or Supervisor for review and action.
Support process improvements to enhance customer satisfaction and operational efficiency.
Communicate effectively across all levels of the organization to meet sales goals.
Stay up to date with industry trends and attend relevant training.
Work independently while collaborating with other departments to ensure customer satisfaction.
Follow company policies, safety protocols, and contribute to continuous improvement efforts.