Customer Service Specialist - MRO

Position Objective

Provide world‑class Customer Service by exceeding customer expectations using advanced soft‑skill techniques, product and system knowledge, and timely and thorough problem‑solving/dispute resolution. This role serves as a cross‑functional liaison with Sales, Accounts Receivable, and Operations to ensure customer satisfaction.

• Collaborate with customers, direct sales teams, and cross‑department partners to deliver product and service information, quotes, order entry (including will calls), order confirmations, invoice copies, and customer complaints.
• Receive, investigate, and respond to customer inquiries while prioritizing urgent matters.
• Maintain up‑to‑date knowledge of lead times, product information, pricing, shipping schedules, and other relevant details to provide accurate support.
• Keep records of customer interactions and transactions, noting inquiries, complaints, comments, and actions taken in SAP and PC software systems.
• Set up new customers in SAP, working with Credit and Collections to process credit applications.
• Maintain comprehensive knowledge of company products and processes.
• Update Customer Master Files, including contact information, sold‑to, ship‑to, shipping terms, pricing, and customer‑specific text requirements.
• Assist Credit with invoice disputes and billing error resolutions.
• Provide freight estimates as needed to ensure customer satisfaction; collaborate with Operations on delivery/freight estimates.
• Perform other duties as assigned.

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum of 5 years’ experience in customer service or a related field, preferably in a manufacturing/industrial environment.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Industry knowledge or experience is desired.

• Communication skills.
• Ability to calculate figures and amounts (discounts, commission, percentages).
• Ability to apply basic algebra and geometry.
• Problem analysis and problem‑solving.
• Organizational and planning skills.
• Attention to detail.
• Creativity.
• Team player.
• Stress tolerance.

• Commercial extravert who builds relationships with internal and external customers.
• Proactive customer contact.
• Health, safety, and environmental consciousness.
• English communication skills (face‑to‑face, telephone, written).
• First‑level immediate customer responses.
• Flexible approach to work and willingness to accept changing priorities.
• Seeks manager support when needed.
• Telephone contact and communication skills are an asset.

Location:

Louisville, KY

Salary: $30,000.00 – $60,000.00 (full‑time)