Senior Customer Service Specialist

The Sr. Customer Care Specialist is responsible for processing customer orders, placing purchase orders for finished goods with the relevant manufacturing facility, coordinating customer deliveries & shipments, and customer invoicing. The Specialist will be required to proactively communicate with other internal and external personnel including but not limited to: Sales, Marketing, Materials Management, Quality, Finance and Logistics. The Specialist is responsible for recording & analyzing commercial & operational business metrics. The Specialist will assist in the setting up of new customer accounts. 

Key Responsibilities

• Works collaboratively across departments to champion the highest service levels to our customers

• Receives, verifies, adjusts, confirms and enters customer orders

• Creates & maintains intercompany purchase orders for company sites

• Interfaces with customers relating to order status, shipping/delivery dates, logistics and any additional questions that may arise.

• Uses SAP S/4HANA & SAP Business One to maintain customer & order data and provide information as needed.

• Coordinates with Logistics for outbound & inbound freight

• Receives and maintains customer forecasts

• Maintains master data within SAP S/4HANA & SAP Business One

• Proactively suggests enhancements and changes that will positively affect the service level that the customer is receiving in addition to implementing improvements for compliance with customer requirements.

• Uses CRM system to enter customer data, request data and information as needed.

• Maintains confidentiality of the organization’s customers and data.

• Monitors customer portals and act as administrator (if required) and inputs/ retrieves customer required information. 

• Effectively works and communicates in a multi-cultural environment seeking assistance as needed

• Contributes to strategic projects as assigned

What you will need: 

• Bachelor’s degree and 2 years of industrial Customer Service experience; or

• An Associate’s degree or at least 4 years of industrial Customer Service experience, or

• an equivalent combination of education and experience.

• Demonstrated ability to communicate effectively with internal and external customers.

• Excellent phone skills and ability to work in a fast-paced environment.

• Strong working knowledge of MS Excel and Word.

• Prior experience with a customer data management system is preferred.

• SAP S/4HANA and/or SAP Business One experience highly preferred.

• Some travel may be required from time to time to visit customers, attend trainings and participate in team meetings or events up to 15%.