Customer Service Specialist

SCOPE: The Customer Service Team Lead communicates and collaborates with colleagues in operations, marketing, and engineering to provide out-of-the-box solutions to ensure customer satisfaction.

Responsibilities:

• Analyzes department functions and creates standardized procedures or refinements to current procedures.
• Expedites and troubleshoots orders as required.
• Works with Operations to reduce the number of delinquent orders and expedites with vendors as needed.
• Communicates with customers through oral, written, and personal contact concerning delivery problems and complaints such as material shortages, delivery improvements, incorrect shipments, lost material, incorrect pricing, and product availability.
• Nurtures a trusting team environment that takes ownership of issues and believes in continuous improvement.
• Uses customer feedback as a basis for process or tool enhancement.
• Acts quickly to provide a better customer experience.

Qualifications:

• MUST HAVE experience in a customer-facing manufacturing OR business-to-business environment.
• Proficient in current/modern MRP/ERP software
• Strong analytic skill set and ability to interpret data.
• Superb interpersonal skills and ability to effectively interact with all levels of internal and external customers/partners 
• Demonstrated customer advocacy skills
• Comfortable and adaptable in a fast-paced environment welcoming change and growth
• Strong bias for action, self-starter, and effective change agent