Customer Service Specialist

Document Number

Customer Service Specialist JD- Customer
Job Description Service Specialist

Revision: 231218

Originator: M. Anderson Process Owner: Human Resources Page 1 of 1

Summary:
The Customer Service Specialist is responsible for all point-of-sale services for customers, including
quoting, negotiating, sales follow up, and order fulfillment. The order fulfillment function includes inventory
and work order material identification, product labeling, packaging, material certification verification, and
shipping coordination. This hands-on position is directly involved in the complete customer order
acquisition through product delivery process.
Primary Duties / Responsibilities: to include, but are not limited to the following:

• Customer inquiry resolution: phone, email, and web site request

• Quoting/Order Confirmation: product availability, price, and delivery lead times

• Order fulfillment: contract review, pull stock, product allocation, cut to order (as applicable),

certification/labeling, product protection/packaging, shipping, and system data entry

• Manage inventory allocations to all assigned orders and verify compliance to all order

specifications and quality requirements, including 3rd party purchase order processing

• Order fulfillment workflow improvement: waste/cost reduction, compliance, and accuracy focus

• Manage and maintain assigned customer accounts, including documentation/forms review, client

communication, process and opportunity identification, and client profile maintenance

Required Skills / Experience / Education:

• 3-5 years of professional Customer Service experience in a business to business environment

required

• Bachelor’s degree in business, communications, or a related field preferred.

• Keen Customer Service and Sales attitude and aptitude with the ability to communicate effectively

with all levels of staff and customers

• Organized and able to multi-task

• Self-motivated and dependable

• Attention to detail with strong focus on accuracy

• Proficient Software skills: QuickBooks, E2, MS Office, Logistics/Shipping Programs

Work Environment / Schedule: (as applicable):
Primary office, warehouse, and some shop environment with high level computer and phone interface.
Frequent standing, walking, lifting (up to 35 lbs.), and carrying of product is required.
Work schedule is Monday- Friday, 8:30 am – 5:30 pm, with some expanded work schedules required for
peak order fulfillment needs.
Drake Plastics is a drug free workplace. All applicants who receive conditional offers of employment will be subjected
to pre-employment drug testing.

NOTICE: The possessor agrees to maintain this document and the information contained therein is the property of Drakes Plastics and shall not SOP Template
be reproduced, copied, loaned, transmitted, or otherwise disposed of either directly or indirectly, in whole or in part, without the expressed DP-DC4001-F01, Rev. A
written consent of Drakes Plastics. This is an electronically controlled document and when printed shall be considered “uncontrolled”.