Customer Relations Specialist- Transportation

It's a great time to join Velcro Companies!

The Customer Relations Specialist plays a vital role in delivering an exceptional customer experience by managing direct inquiries through E-Mail communication and Salesforce. This role is specifically focused on supporting Velcro USA's Transportation business segment, requiring a high level of accuracy, empathy, and responsiveness to meet the unique needs of medical customers. The specialist will proactively identify opportunities to improve efficiency and streamline processes that enhance service delivery and customer satisfaction.

Collaboration and teamwork are essential in fostering both employee engagement and customer loyalty. This is a hybrid position requiring 2-days per week on-site at our Manchester location (Tuesdays and Wednesdays), and 3-days remote work.

• Responsible for day-to-day servicing of existing customers through order processing, accurate and timely communication, problem resolution, and follow-through to fulfill customer needs. Experience with EDI activity and functionality is beneficial
• Managing high-revenue accounts, attending weekly meetings with customer to review releases and accessing customer portals to confirm purchase orders.
• Assist customers with order management, provide information on pricing and stocking levels, and work to resolve pricing, billing, and shipping issues
• Act as the primary contact for customers collaborating with internal departments (i.e. sales, marketing, manufacturing, and supply chain)
• Utilize the ERP system to enter and manage orders, process quality complaints, and research and resolve customer issues
• Work in accordance with the organizational and departmental policies and procedures. Meet and exceed defined CRS metrics and objectives
• Support management in proactively communicating with customers on open order/past due order issues
• Maintain proficiency in the customer service systems, processes, product offering and workflow of critical functional areas outside of customer service
• Responsible for covering co-workers' absences i.e. vacation, sick, leave of absence
• Assist with projects as assigned
• Participate in ongoing training
• Run reports using Orbit, such as open orders and shipment reports.
• Other duties and responsibilities may be assigned in order to support customer and departmental needs

• Associates degree preferred
• Minimum of 3+ years of experience in a similar customer service, sales support or account management role.
• Prior work experience in a manufacturing company, Medical manufacturing is preferred but not required.
• Knowledge of customer service principles and best practices.
• Proficient in MS Office applications; including Outlook, Excel, Word, and PowerPoint as well as Salesforce and Five
  9. Experience with Oracle order entry preferred and EDI is a benefit.
• Strong communication skills, both oral and written.
• Professional demeanor and proven conflict resolution skills.
• Passion for servicing our customers is a priority.
• Ability to maintain proficiency in the customer service systems, processes, product offerings and workflow of critical functional areas outside of CS.

• Customer Focused
• Critical thinking and problem‑solving skills
• Planning and organizing
• Decision‑making
• Strong oral and written communication skills
• Teamwork
• Conflict management
• Ability to identify technical or customer issues needing escalation
• Adaptability
• Stress tolerance
• Work with all levels of the organization in an effective manner
• Technical/Functional Skills
• Learning Agility
• Time Management
• Organizational Agility
• Interpersonal Savvy

Fostering a culture where people thrive‑safely, purposefully, and with opportunity. At Velcro USA Inc., we are committed to creating a workplace where employees feel valued, supported, and empowered to grow. We offer competitive pay, a comprehensive benefits package, and generous time‑off to meet the diverse needs of our workforce. Our culture encourages advancement and provides opportunities for both personal and professional development.

Safety is a core value at Velcro USA…