Specialist, Customer Service

Customer Service Specialist This Customer Service Specialist role acts as liaison with external clients and internal stakeholders to maintain ongoing communication regarding order status and post shipment requirements. Responsibilities: Provide daily/weekly/monthly data requirements to Customer Service Specialists and Account Managers Handle and resolve customer complaints promptly, collaborating with various departments Develop recommendations and implement creative solutions to customer issues Participate in afterhours calls from customers, when necessary Work effectively in a team environment, proactively resolving conflict Create ship to customer masters and work with Account Managers and Service Providers to create sold to customer masters Create/maintain customer orders in SAP, promptly obtaining and evaluating all relevant information Assist in identifying and resolving order challenges to drive customer satisfaction Collaborate with internal departments and act as the liaison to Account Managers to communicate unforeseen inventory and/or shipping issues Issue timely and accurate invoices, credit and debits to customers Review customer's Aged Trial Balance to proactively investigate and resolve short pay issues Issue rebate credit notes as required, ensuring appropriate approvals throughout the process Work with 3rd party brokerage firms to secure ocean bookings and/or customer to modify as needed Work with 3rd party packaging facility to communicate new orders coming in, make sure carriers are picking up orders on time and resolve any discrepancies Provide feedback on the efficiency of customer service processes to reduce customer effort Obtain and communicate business intelligence back to key stakeholders to gain customer and/or market insights Ensure data integrity in SAP system for effective reporting and analysis Create and manage process for tracking, filing, routing and maintaining sales agreements Reconcile EOM terminal and warehouse inventory with SAP and resolve discrepancies Update Desk procedures as needed Participate and be present for month end close on the last working day of the month and the first working day of the following month Core Values: Caring: Dedicated to Safety, Employees, Customers, Community and Environment Trustworthy: Living a Culture of Openness, Honesty and Collaboration Focused: Creating Value by Delivering the Right Solutions Innovative: Daring to be different by finding New Ways Fun: Embracing our Diverse Family and Celebrating our Success Qualifications / Experience Required: University degree in areas of Business, Communications or Supply Chain Experience Up to 5 years post-university relevant experience In lieu of university degree, HS Diploma or equivalent plus 5-7 years relevant experience Experience with polymer exports, including packaging and ocean freight Spanish language skills SAP experience Customer oriented experience along with basic supply chain knowledge Strong communication skills (both verbal and written) Demonstrated ability to work in a high-performance team environment Excellent prioritization, time management and organizational skills Advanced skills in Microsoft Office Ability to build relationships internally and externally Ability to manage multiple tasks simultaneously while paying strict attention to detail Ability to act independently within guidelines of standards and practices established for the Customer Service and Supply Chain team Adaptability and flexibility; ability to function in a dynamic environment Physical Capacity Requirements: Follow safety requirements for the role Wear required PPE (eye protection, noise protection, etc.) when inside plant environment or where directed by signage Lift up to 10 pounds Walk safely in and around industrial areas Work under deadline pressure within an environment that demands attention to safety and detail Sit or stand for extended periods of time Work at computer for significant periods of time throughout the day

Created: 2026-03-11