Customer Service Specialist

About the Role

The Customer Account Specialist serves as a vital bridge between our Sales team and a dedicated portfolio of customers, ensuring a best-in-class service experience. This role is designed to manage the entire customer order lifecycle, from initial item creation to final delivery, facilitating the growth of existing accounts. You will be the primary point of contact for order accuracy, timeline management, and issue resolution, ensuring that every interaction drives customer satisfaction and operational efficiency.

In this position, you will partner closely with cross-functional internal teams—including Pre-media, Engineering, Supply Chain, and Production—to streamline the customer experience. Your work ensures that complex manufacturing processes are understood and communicated effectively, allowing us to deliver on our promises with precision and speed.

Day in the Life

Your day begins with a review of open order reports to proactively identify and communicate any changes in delivery dates to our customers. You will manage the end-to-end order pipeline, entering sales orders with meticulous attention to product requirements, pricing, and lead times. Accuracy is paramount as you create shipping releases and manage expedited shipments to meet critical deadlines.

Beyond order processing, you will leverage Salesforce CRM to capture customer insights, update contact information, and track interactions to drive continuous improvement. You will act as a problem solver, addressing non-conformances, processing returns and credits, and escalating systemic issues until a resolution is reached. Whether coordinating with internal stakeholders or traveling to customer meetings, your goal is to maintain a friendly, patient, and positive attitude while navigating the fast-paced nature of our production environment.

Hiring Process

Candidates selected for this role will be invited to participate in a series of interviews designed to assess both technical fit and cultural alignment. The process typically includes an initial screening, followed by a deeper discussion with the hiring manager and relevant team members to explore your approach to customer service and problem-solving in a manufacturing context.

Equal Opportunity Employer

We are committed to creating a diverse and inclusive environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. We consider qualified applicants regardless of background, ensuring that our team reflects the variety of perspectives that drive innovation and excellence.