Customer Service Specialist

The Customer Service Specialist (CSS) plays a key role in supporting our supply chain operations by serving as the primary communication link between internal teams, customers, and logistics partners. This role ensures smooth coordination across departments to deliver timely and accurate order fulfillment, resolve delivery or service issues, and maintain high levels of customer satisfaction.Core Responsibilities Serve as the main point of contact for customers regarding order status, shipment tracking, delivery updates, and general inquiriesCoordinate with warehouse, transportation, and procurement teams to ensure on-time delivery and accurate order fulfillmentHandle customer complaints, returns, and service issues with urgency and professionalismManage and update orders in the system (ERP/WMS), ensuring accuracy and timelinessMonitor shipments and proactively communicate delays or disruptions to customersMaintain detailed records of customer interactions, transactions, complaints, and resolutions in the CRM systemSupport continuous improvement by identifying and escalating recurring issues and process inefficienciesUnderstand and apply company policies related to shipping, returns, and customer creditsQualifications:High school diploma or equivalent required; associate’s or bachelor’s degree business, or related field preferred1-3 years of customer service experience in a logistics or manufacturingFamiliarity with systems such as SAP and SalesforceStrong problem-solving and multitasking abilitiesExcellent communication and interpersonal skillsAbility to remain calm and professional in a fast-paced or high-pressure environmentProficiency in Microsoft Office (especially Excel); experience with CRM software is a plus