Customer Service Specialist – Process Specialist (Hybrid)

About the role

The Process Specialist serves as the primary point of contact for customer service and order‑management inquiries. You will own the end‑to‑end resolution of queries, build strong relationships with customers, and proactively manage the order book to improve satisfaction.

Key responsibilities

• Provide administrative and customer support in a manufacturing environment.
• Research, investigate and resolve customer inquiries, issues, and concerns promptly.
• Communicate order status, delivery timelines, and case updates to customers.
• Coordinate with internal teams to ensure accurate and timely order fulfillment.
• Maintain detailed records of customer interactions and case activities.
• Execute transactions and validate inputs according to prescribed guidelines and SLAs.
• Support escalation handling, daily operations reviews, and manager‑led training activities.

Required profile

• Minimum 2 years of direct customer service experience.
• High School Diploma or GED; higher education preferred.
• Willingness to work occasional Saturdays on a rotating schedule.
• Ability to appear on camera during Microsoft Teams meetings.
• US work authorization without employer sponsorship.

Required skills

• SAP (MRP)
• Salesforce
• Microsoft Teams