Specialist, Customer Services

Job Summary/Overview

The Specialist, Customer Services provides support to Customer Service and the Sales Department including exceptional, courteous, and efficient customer service with timely responses to customer inquiries/problems, accurate data entry and customer order processing, and communication of product information; in accordance with company policies and procedures.

Essential Duties and Responsibilities

• Provide exceptional, courteous, and responsive customer service via phone and email regarding order inquiries, pricing, delays, and product information.
• Accurately enter customer orders & order changes into the computerized system according to established procedures.
• Identify and process Canadian, rush, and drop-ship orders as required.
• Enter part numbers, pricing, and shipping changes on active orders and distribute change notifications to appropriate departments (Production, Purchasing, & Shipping).
• Coordinate with Purchasing, Planning, Materials, Production, Test, and Shipping to ensure parts availability and on-time delivery.
• Track shipments and provide Proof of Delivery to customers when requested.
• Maintain accurate customer account data including addresses and shipping instructions.
• Assist with order entry overflow and support departmental workflow as business needs require.
• Prepare and provide customer quotations by responding to sales opportunities, technical component requests, and pricing inquiries.
• Assist channel partners and end users in selecting appropriate products based on application and requirements.
• Collaborate with Planning, Engineering, Production, Sales, and Channel Partners on large or complex parts opportunities.
• Log, manage, prioritize, and follow up on quotation requests to support responsiveness and increased hit rates.
• Follow up on completed quotes as requested to support revenue growth and customer conversion
• Contribute to daily workflow management, backlog prioritization, and departmental responsiveness.
• Complete and maintain required documentation, records, and system updates.
• Assist with training, special projects, and continuous improvement initiatives within Customer Service.
• Follow all safety policies, work rules, and housekeeping standards.
• Perform other related duties as assigned.

Knowledge, Skills, Competencies, and Abilities

• Strong critical thinking, problem‑solving, and decision‑making skills to assess customer requirements, pricing scenarios, and order details; identify risks or discrepancies; and determine appropriate solutions within established procedures and timelines.
• Excellent verbal and written communication skills with the ability to engage effectively with internal and external customers and ask clear, effective clarification questions.
• High attention to detail with a strong focus on accuracy, quality, and audit compliance.
• Ability to manage multiple priorities, meet deadlines, and adapt between order processing and quotation responsibilities in a fast‑paced, high‑volume environment.
• Proficiency in ERP, CRM, document imaging systems, pricing tools, and Microsoft Office applications.
• Strong organizational and time‑management skills with consistent follow‑up.
• Ability to calculate pricing elements such as discounts, percentages, and basic cost structures.
• Ability to quickly learn, retain, and apply product knowledge, including part numbers and applications; knowledge of material handling products and electro‑mechanical devices preferred.
• Ability to work independently while collaborating effectively with cross‑functional teams.

Required Qualifications

• High school diploma
• 2+ years of Customer Service experience
• A combination of experience and education may be considered
• Associate degree from two-year college or technical school preferred