Customer Solution Specialist

The Customer Solutions Specialist is responsible for delivering outstanding service by accurately assessing customer needs and providing timely, effective resolutions. This role serves as a critical connection between customers and internal teams, ensuring seamless coordination, swift issue resolution, and a consistently positive customer experience.
Responsibilities

Serve as the primary point of contact for customers via phone, e‑mail, and electronic channels.
Professionally handle inbound and outbound customer calls, providing timely updates, solutions, and follow‑up.
Manage customer orders from entry through fulfilment, ensuring order accuracy, pricing, delivery dates and changes.
Understand customer needs and provide accurate, timely, and effective solutions.
Collaborate and coordinate with internal teams such as Sales, Logistics, Engineering, and Finance to resolve issues and meet customer expectations.
Investigate and resolve customer issues related to orders, deliveries, returns, shortages, or quality concerns with a solutions‑focused and service‑driven approach.
Understand product offerings, lead times, and manufacturing constraints to provide informed solutions.
Maintain accurate customer and order information in SAP and Dynamics (CRM & ERP systems).
Ensure compliance with company policies, procedures and service level standards.
Support continuous improvement initiatives to enhance customer experience and operational efficiency.
Build and maintain strong, professional customer relationships.
Contribute to a positive team environment and support shared goals.
Qualifications

High school diploma or equivalent required.
Minimum of two years of experience in a customer‑service‑focused role.
Exceptional verbal and written communication skills, including professional phone and email etiquette.
Strong organizational and time‑management abilities, with proven success prioritizing multiple tasks in a fast‑paced environment.
Demonstrated problem‑solving skills with a proactive, solution‑oriented approach.
High level of attention to detail and a strong commitment to accuracy.
Ability to work collaboratively across functions and departments.
Proven ability to remain calm, professional, and customer‑focused in high‑pressure or escalated situations.
Proficiency with Microsoft Office applications (Outlook, Teams, Excel); experience with Microsoft Dynamics and SAP preferred.
Travel Requirements

Positions may require 10% travel, including occasional overnight stays. A valid driver's license is required.
Equal Employment Opportunity: We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

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