OEM & Specialty Customer Service

The Customer Experience Specialist serves as the primary point of contact for customers ensuring a high level of service by managing complex accounts addressing technical inquiries resolving issues and coordinating with internal teams to ensure seamless order fulfillment program launches and long-term customer relationships.

Key Responsibilities

• Follow all company safety policies and maintain a safe organized work environment.
• Respond to customer inquiries regarding products pricing lead times schedules and order status via phone email portals and in person.
• Provide product and process information by collaborating with engineering quality production and other internal teams.
• Manage customer orders resolve escalations monitor order progress and proactively communicate updates or delays.
• Partner with production planning to support on-time delivery goals.
• Build and maintain strong customer relationships while resolving concerns professionally and escalating issues when appropriate.
• Collaborate with production engineering quality accounting logistics IT and sales to align customer requirements with manufacturing and shipping schedules.
• Maintain accurate customer records order documentation and communications within company systems.
• Prepare reports on customer activity open orders launch status and ongoing issues.
• Review customer scorecards for accuracy and support quality initiatives including returns replacements and corrective actions.
• Identify opportunities to improve customer service processes and support continuous improvement initiatives.
• Stay informed on products manufacturing processes customer requirements and industry trends.

Qualifications

• High school diploma required; bachelors degree in Business Manufacturing or a related field preferred.
• 3-5 years of customer service or account management experience in a manufacturing environment preferred.
• Experience with ERP and EDI systems (SAP Oracle AS400 or similar) preferred.
• Proficiency with Microsoft Office including Excel Word and Outlook.
• Strong verbal and written communication skills.
• Excellent organization attention to detail and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of manufacturing processes or metal casting is a plus.
• Ability to travel occasionally for meetings customer visits or events.