Customer Service Representative

The Account Specialist is responsible for building and maintaining strong customer relationships while delivering exceptional service and support throughout the order fulfillment process. This role serves as the primary point of contact for assigned accounts, managing customer inquiries, processing orders, coordinating with internal teams, and resolving issues in a timely and professional manner. The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced manufacturing environment, while contributing to customer satisfaction, operational efficiency, and business growth.

Responsibilities

Serves as the primary point of contact for assigned accounts, managing customer inquiries, processing orders, coordinating with internal teams, and resolving issues in a timely and professional manner; Build and maintain strong relationships with assigned customer accounts; Process customer orders accurately and efficiently using the ERP system; Monitor order status, shipments, backorders, and delivery schedules while providing proactive updates to customers; Respond promptly to customer inquiries regarding products, pricing, availability, returns, and warranties; Collaborate with Sales, Planning, Production, Purchasing, Shipping, and Quality teams to resolve customer concerns and meet delivery expectations; Review customer demand, forecasts, and buying patterns to help identify opportunities for increased sales; Generate quotations and provide pricing in accordance with company policies; Coordinate return authorizations (RAs), credits, and product exchanges; Investigate and resolve customer complaints while maintaining a high level of customer satisfaction; Maintain accurate customer records, account notes, pricing, and contact information within company systems; Support new product launches and communicate product updates to customers; Monitor key performance metrics, including on-time delivery, backlog, customer satisfaction, and response times; Participate in continuous improvement initiatives to improve processes and enhance customer experience; Travel occasionally to customer sites, trade shows, or company meetings as needed; Perform other duties and responsibilities as assigned

Requirements

High school diploma or equivalent required; Minimum of three (3-5) years of experience in customer service, account management, inside sales, or a related customer-facing role; Proficiency in Microsoft Office applications, including Outlook, Excel, and Word; Experience using ERP systems required; Strong written and verbal communication skills; Excellent organizational, problem-solving, and time management skills with the ability to manage multiple priorities in a fast-paced environment

Nice to have

Associate degree or higher in Business or a related field; Experience in the automotive aftermarket, manufacturing, or industrial distribution; Bilingual (English/Spanish) strongly preferred; additional language skills are a plus; Experience working with domestic and international customer accounts; Familiarity with Lean, continuous improvement, or process improvement methodologies

Benefits

medical; dental; vision; 401k matching