Responsibilities:

• Serve as a primary point of contact for customer inquiries and requests.
• Take ownership of customer issues from initial contact through resolution.
• Provide clear, professional, and timely communication to customers and internal stakeholders.
• Deliver a consistently positive customer experience while meeting established service expectations.
• Manage customer, order, and case information across multiple business systems.
• Maintain accurate records and ensure a high level of data integrity.
• Gather and analyze information from multiple sources to support timely issue resolution.
• Accurately document customer interactions, requirements, and resolutions.
• Use critical thinking and sound judgment to evaluate customer situations and determine appropriate solutions.
• Identify discrepancies, missing information, or potential issues and proactively coordinate with internal teams.
• Navigate situations where information may be incomplete or priorities may change.
• Escalate issues appropriately while maintaining ownership through resolution.
• Partner with teams including Sales, Planning, Operations, Supply Chain, Engineering, Finance, and other internal departments.
• Coordinate information and resources to support efficient order management and customer issue resolution.
• Build productive working relationships across the organization.

Requirements:

• High school diploma or equivalent.
• 3+ years of experience in customer service/order management.
• Experience working with ERP systems, CRM platforms, or similar business applications.
• Strong written and verbal communication skills.
• Excellent organizational, analytical, and critical-thinking abilities.
• Strong attention to detail and data accuracy.
• Ability to independently prioritize work and exercise sound judgment.
• Proficiency with Microsoft Office applications.
• Experience in a manufacturing, industrial, engineering, or technology-focused environment.
• Experience managing customer orders, cases, or complex customer inquiries.