Job Description

POSITION PURPOSE:

As the bridge between John Wood and our customers, the Customer Service Specialist advocates for the customers interests, including regular communication and information sharing, receiving customer orders, updating the status of existing customer projects and more.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

• Customer Communication
• Act as the primary client contact post-qualification, addressing inquiries and maintaining a high standard of service.
• Process purchase orders (POs) and authorization to ship notices from customers.
• Issue order acknowledgments, pricing & lead time verifications.
• Provide consistent status updates.
• Cross-Functional Skills
• Handle all order entry for purchase orders, ensuring accuracy and timely processing.
• Utilize internal resources to coordinate information on all orders.
• Check inventory at time of order & communicate job needs to Production Team.
• Work with planning to meet delivery goals and adjusting schedules based on pull-in and push-out requests.
• Set up new customers in our ERP with the help of finance and tech teams.
• Relationship Management
• Initiate regular check-ins with targeted growth accounts per the sales plan.
• Share products and services provided by the company to current and prospective customers in a way that conveys an image of quality, integrity and superior understanding and delivery of customer needs.
• All other duties as assigned.
• QUALIFICATIONS

EDUCATION/CERTIFICATION: 3+ years of manufacturing customer service experience preferred.

REQUIRED KNOWLEDGE: Excel and MRP experience a must.

EXPERIENCE REQUIRED: Experience in a customer-facing role required; experience in a manufacturing environment preferred.

SKILLS ABILITIES: Excellent interpersonal skills. Ability to identify and meet customers’ needs. Strong attention to detail. Self-starter and a problem solver. Excellent organization and time management skills. Proven ability to multitask. Strong customer service orientation.

OTHER REQUIREMENTS:

PHYSICAL STRENGTH: Ability to lift up to 20 lbs. Mobility within an office environment.

LANGUAGE ABILITY: Professional written and oral communication.