Customer Service Representative & Operations Specialist

Customer Service & Operations Specialist Classification: Non-Exempt Salary Grade/Level/Family/Range: TBD Reports to: Corporate Director, Customer Service Date: January 2026 Company Overview Tank Holding Corporation is the market leader in North America for rotationally molded poly and welded steel bulk storage and material handling products. As a rapidly growing organization, Tank continues to expand capabilities and diversify product offerings while staying grounded in the company’s core values of growth and exceptional customer service. Job Summary A Customer Service & Operations Specialist role blends customer service excellence with operational support across production entry, shipping coordination, and quoting activities. You will be a key connection point between customers, distributors, production, and logistics. Key Responsibilities Customer Service & Order Management Process a high volume of orders from start to finish, ensuring accuracy and timely entry. Respond to customer email inquiries and collaborate closely with the sales team and production team. Demonstrates a strong sense of urgency in responding to all customer inquiries, proactively follows up on customer‑pickup order delays, and collaborates with Operations to project‑manage large or complex orders from beginning to end. Answer incoming calls regarding a variety of topics, providing timely, helpful and professional support. Manage the intake process for warranty questions, customer complaints, and return goods authorization (RGA). Review the weekly open order report to track order progress, communicate status updates, manage lead-time expectations, and proactively identify/resolve issues impacting open order. Communicate daily with production and logistics teams to coordinate order flow and shipments. Maintain and update customer account work instructions, including new requirements, contacts, order entry details, and shipping needs. Complete daily production entry at the end of each workday to ensure accurate system data. Maintain awareness of daily production activity to support accurate lead-time and ship-date communication with distributors. Strengthen system proficiency through consistent daily use. Production Entry & System Accuracy Shipping Coordination & Proactive Pipeline Management Use internal systems to proactively monitor upcoming shipments and identify when loads should be prepared. Anticipate shipping needs rather than waiting for manual notifications or pick-tickets. Proactively monitor internal systems and weekly SIOP reports to anticipate upcoming shipping needs. Prepare loads in advance rather than relying on manual notifications or pick tickets. Review weekly SIOP reports to understand upcoming production and shipping priorities. Coordinate closely with the shipping team to ensure timely movement of product to the dock. Ensure shipments are tripped in the system promptly to avoid delays. Act as a primary point of contact for distributors, especially for the Rochester facility. Maintain and update a quote-tracking spreadsheet, including follow-up dates, customer feedback, and potential order status. Document distributor check-ins to provide leadership with visibility into communication activity. Support leadership in large or strategic quotes by gathering information and coordinating pricing or lead-time details. Provide production-floor insight when needed to help secure large orders. Proficient computer skills, including Microsoft Office. Strong communication and organizational skills in an office environment. Ability to work independently and collaboratively. Demonstrated adaptability to shifting priorities and urgent work assignments. College degree preferred, High school diploma or GED required, Minimum of 3 years of customer service experience. Industry experience preferred, including basic knowledge of manufacturing and logistics. Adaptability Communication Customer Service Ethics Organization Skills Professionalism Results Driven Quoting Support & Distributor Engagement Knowledge, Skills, and Abilities Competencies Physical Requirements Occasionally: Climbing, balancing, stooping, kneeling, crouching, crawling; lifting/moving up to 50 lbs. Frequently: Standing, walking, reaching, handling materials. Regularly: Talking, hearing, using hands to finger/handle/feel. Vision requirements include close vision, color vision, and peripheral vision. Work Environment The work environment includes conditions typical of both office and production settings. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential job functions. AAP/EEO Statement Tank Holding provides equal employment opportunities (EEO) to all employees and applicants without regard to protected characteristics. Other Duties This job description is not intended to cover every task or responsibility required of the role. Duties may change at any time with or without notice.