Customer Service Specialist

About This Role

This role is for a Customer Service Specialist to act as a customer advocate, process sales orders, and manage customer accounts for a manufacturing client in Clarkston, MI.

Responsibilities

• Maintain predictable and dependable attendance
• Serve as a customer advocate to ensure total customer satisfaction
• Adhere to the 2-hour callback policy for internal and external inquiries
• Deliver quality customer service aligned with Company Core Values and Core Ideology
• Process sales orders accurately and timely for assigned account managers
• Plan, organize, and execute external reports to ensure orders are entered, shipped, and invoiced within expected timeframes
• Develop and maintain positive relationships with customer accounts, CPS Sales, and internal stakeholders
• Analyze Key Customer Inventory, Blue Folder, and Sales Reports to ensure accurate inventory levels, on-time shipments, and continuous improvement opportunities
• Proactively manage custom stock, blanket purchase orders, and consignment inventory programs
• Manage freight consolidation efforts and collaborate with sales to reduce freight costs
• Issue return authorizations and credit/debit memos accurately and in a timely manner
• Request required documentation from appropriate departments to ensure orders are processed within 48 hours
• Provide backup support to Customer Service team members as needed
• Complete miscellaneous projects as assigned by Staff Managers
• Support continuous improvement initiatives related to the Customer Service training matrix and cross-training
• Contribute to team performance improvements based on customer needs and metric results
• Participate in Best Practice and Training meetings as scheduled by Customer Service Management
• Document customer complaints regarding products or services (QPA) and forward to the Quality Department
• Develop familiarity with all products, including product lines and account-specific requirements
• Share process improvement ideas through the Customer Service Lean Ideas tab in Microsoft Teams

Requirements

• Minimum of two (2) years of customer service experience
• Proficient in Microsoft Office applications, including Word, Excel, Outlook, PowerPoint, and Publisher
• Strong organizational skills
• Ability to manage multiple priorities and meet deadlines
• Ability to work independently, exercise initiative and sound judgment
• Effective verbal and written communication skills
• Strong mathematical skills

Qualifications

• Minimum of two (2) years of customer service experience required; industry-related (distribution, manufacturing, automotive experience preferred.

Nice to Have

• Industry-related (distribution, manufacturing, automotive) customer service experience

Skills

* Required skills