Customer Success Specialist

Smiths Group•Romeoville, IL

About The Position

The Customer Success Specialist serves as the central link between customers, sales, operations, and manufacturing. The role focuses on creating exceptional customer experiences through proactive communication, accurate order management, issue resolution, and continuous process improvement, while supporting operational excellence and long-term business growth. The specialist is the primary customer contact for assigned accounts, manages orders from receipt through delivery, communicates order status and delivery updates, and coordinates with internal teams to meet customer expectations. The role also maintains customer records and order documentation, supports reporting and supply chain coordination, investigates customer concerns, and contributes to corrective action, root cause analysis, and continuous improvement initiatives. The specialist is expected to develop working knowledge of product applications, bills of materials, manufacturing processes, and customer requirements.

Requirements

High school diploma or equivalent.
Experience in customer service, customer success, account management, or order management.
Strong verbal and written communication skills.
Excellent organizational skills and the ability to manage multiple priorities simultaneously.
Proficiency with Microsoft Office applications, particularly Excel, Outlook, and Teams.
Strong attention to detail and commitment to accuracy.
Ability to work effectively in a team-oriented environment.

Nice To Haves

Associate or bachelor’s degree in business, supply chain, communications, or a related field.
Experience in a manufacturing, industrial, or distribution environment.
Experience using ERP systems such as Epicor, SAP, Oracle, Microsoft Dynamics, or similar platforms.
Knowledge of order fulfillment, production planning, and supply chain processes.
Experience supporting engineered-to-order or custom-manufactured products.

Responsibilities

Serve as the primary customer contact for accounts and build strong relationships through responsive, consistent, and proactive communication.
Understand customer needs and expectations and communicate order status, lead times, product availability, and issue-resolution updates.
Manage customer inquiries, requests, and concerns with urgency and professionalism.
Process and manage customer orders accurately from receipt through delivery.
Review orders for accuracy, pricing, product specifications, and delivery requirements.
Coordinate with Planning, Production, Purchasing, Quality, Shipping, and Sales to support timely order fulfillment and align customer expectations with operational capabilities.
Monitor open orders and identify potential delays or service risks proactively.
Facilitate customer order changes while minimizing operational disruption.
Investigate and resolve customer concerns regarding orders, shipments, delivery schedules, product quality, and billing.
Coordinate cross-functional resolution of customer issues, escalate critical concerns when appropriate, and provide regular status updates.
Support corrective action activities and root cause analysis related to customer complaints.
Maintain accurate customer records, order documentation, and communication logs in the EIP system.
Prepare reports, forecasts, and customer-related data as needed.
Support inventory, scheduling, and supply chain coordination affecting customer orders.
Develop and maintain working knowledge of products, manufacturing processes, customer applications, bills of materials, and customer requirements.
Identify opportunities to improve customer experience, order management, and operational efficiency.
Participate in Lean, Six Sigma, and continuous improvement initiatives.
Analyze recurring customer issues and recommend corrective and preventive actions.
Collaborate with cross-functional teams to improve service levels and reduce process inefficiencies.