Customer Service Specialist

The Role

The Customer Service Specialist serves as a primary point of contact for customers and sales partners, ensuring a best-in-class customer experience through effective communication, order management, problem resolution, and continuous process improvement. This role is responsible for managing customer relationships, handling complex service issues, overseeing warranty administration activities, and supporting operational excellence initiatives across the organization.

The ideal candidate demonstrates strong customer service expertise, advanced problem-solving skills, and the ability to drive resolution through collaboration with multiple departments including Sales, Manufacturing, Supply Chain, Logistics, and Quality.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Develop and maintain strong customer relationships through professional communication, responsiveness, and proactive support.
• Serve as a primary point of contact for customer service inquiries, requests, concerns, and escalations.
• Manage customer accounts and interactions through Salesforce and other business systems.
• Process orders, order changes, and customer requests while ensuring compliance with departmental procedures and service standards.
• Coordinate order management activities to ensure orders are entered accurately and fulfilled on time.
• Monitor order status, shipping schedules, and delivery performance to proactively address potential service issues.
• Manage and maintain the Missed Shipments Page to identify, communicate, and resolve delivery exceptions.
• Respond to customer inquiries received via phone, email, web portal, chat, and other communication channels.
• Investigate customer concerns and coordinate corrective actions across internal departments.
• Lead problem resolution efforts and manage escalations to drive timely and effective customer solutions.
• Partner with manufacturing, logistics, planning, and quality teams to resolve complex customer issues.
• Interpret product specifications, order requirements, and warranty conditions to provide accurate customer support.
• Administer warranty claims including intake, review, documentation, processing, and customer communication.
• Ensure accurate data entry and maintenance of customer, warranty, and order information within business systems.
• Maintain detailed records of customer interactions, service requests, and resolution activities.
• Collaborate with sales representatives to align customer expectations and ensure seamless execution of customer commitments.
• Communicate proactively with customers regarding order status, shipment updates, issue resolution, and follow-up actions.
• Identify service trends and recommend improvements to enhance customer satisfaction and operational performance.
• Support continuous improvement initiatives focused on reducing defects, improving response times, and strengthening customer experience.
• Assist leadership in developing and implementing process improvements that drive efficiency and service excellence.
• Provide support for special projects, reporting requirements, and departmental initiatives as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong customer relationship management skills.
• Advanced problem-solving and conflict-resolution capabilities.
• Proven ability to manage escalated customer situations professionally and effectively.
• Exceptional verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office Suite including Excel, Word, Outlook, and PowerPoint.
• Working knowledge of ERP systems and customer service platforms.
• Experience using Salesforce CRM or similar customer relationship management systems.
• Strong attention to detail and commitment to data accuracy.
• Ability to analyze customer issues and make sound business decisions.
• Knowledge of order management, shipment tracking, customer service, and warranty administration processes.
• Ability to quickly learn new systems, products, and business processes.
• Demonstrated customer-focused mindset with a commitment to service excellence.
• Continuous improvement mindset with a focus on process optimization and operational efficiency.
• Ability to work cross-functionally and build partnerships across all levels of the organization.

EDUCATION AND EXPERIENCE

• Associate degree from an accredited institution required; Bachelor's degree preferred.
• Equivalent combination of education and experience may be considered.
• Minimum of three (3) years of customer service, account management, order management, or related experience.
• Experience in manufacturing, building products, distribution, or a customer support environment preferred.
• Salesforce CRM experience preferred.
• Experience with ERP systems such as SAP, Titan, DocLink, or related business applications preferred.
• Demonstrated success managing customer relationships and resolving complex service issues.
• Experience supporting warranty administration processes preferred.

SUCCESS FACTORS

The successful Customer Service Specialist will:

• Consistently deliver exceptional customer service.
• Act as a trusted advocate for both the customer and the business.
• Maintain high levels of order accuracy and data integrity.
• Effectively manage escalations through resolution.
• Drive continuous improvement opportunities across customer service processes.
• Build strong partnerships with customers, sales teams, and internal stakeholders.
• Contribute to improved customer satisfaction, service performance, and business results.

#LI-SA1