Job Summary:
The Customer Service Specialist will act as a customer-focused liaison, promoting and implementing functional excellence in the customer service role. This position will handle domestic customer service needs and drive continuous improvement in the quality process through best practices, training, and auditing. The role involves a deep understanding of the domestic order management system and applicable policies, ensuring customer satisfaction and compliance with corporate processes, including Sarbanes-Oxley 404.
Key Responsibilities:

• Serve as a primary contact for domestic customer service needs, addressing inquiries and resolving issues in a timely manner.
• Work closely with various departments (e.g., Demand & Supply Planners, Sales, Marketing, Finance, Manufacturing, and Warehouse teams) to fulfill customer orders and meet business requirements.
• Process and monitor sales orders through the order fulfillment process, including issuing credit/debit memos, processing samples/rebates, and tracking customer orders.
• Utilize business unit tracking systems and various applications, including SAP-R3, SharePoint, and Salesforce.com, to ensure accurate order entry, pricing, documentation, and invoicing.
• Support the corporate Sarbanes-Oxley 404 compliance process as it relates to customer service.
• Identify areas for improvement in customer service processes and implement changes to improve efficiency and customer satisfaction.
• Collaborate with cross-functional teams to ensure seamless operations and to drive continuous improvement in the quality and service process.

Required Qualifications:

• College degree or equivalent experience.
• Minimum of 6 months to 1 year of experience in SAP-R3 or a similar order management system, including experience with order entry, creating deliverables, and invoicing.
• Previous customer service experience (beyond call center or retail).
• Strong proficiency in Microsoft Office Suite, particularly Excel (intermediate to advanced level), PowerPoint, and Word. Must provide MS Office proficiency test scores.
• Demonstrated excellent phone communication and interpersonal skills, capable of working with multiple functional groups (e.g., Manufacturing, Supply Chain, Product Management, Finance, etc.).
• Ability to manage multiple tasks, including project management, with the capacity to implement actionable plans based on business needs.
• Flexibility and adaptability to work in a fast-paced, dynamic team environment.

Preferred Qualifications (if any):

• Knowledge of the Sales to Cash (STC) and Requisition to Pay (RTP) processes.
• Experience with Salesforce.com and SharePoint.
• Strong organizational skills and the ability to manage inventory and understand the strategic direction of the assigned business unit.

Certifications (if any):

• None required, but relevant certifications (e.g., SAP) are a plus.

Education: Bachelors Degree