Customer Service Support Specialist I

Job Title: Customer Service Support Specialist I

Division:  Cheshire – Corporate

Classification:  Non-Exempt

Reports To: Customer Service Manager

Supervises:  No 

Location:  Cheshire, CT 

Revision Date: November 2023                            Reviewed Date: November 2024

Summary: Responsible for the accurate and timely fulfillment of all customer orders.  This includes coordinating with logistics to ensure transportation assets are assigned, proper pricing is applied, all necessary documents are on hand for the completion of the order, and that the order is invoiced within the expected timeframe.  Work with Sellers, Customers, and assigned team members to initiate, track, bill, and amend all orders to the customer specification.  Ensure that all documentation for each order is saved to the order in JDE.

Primary Job duties & Responsibilities: 

• Coordinate with sales and product to ensure details of each order are accurate.
• Proactive and timely communications with salespeople concerning status of customer orders and customer contacts.
• Communicating with logistics team, warehouses, and carriers to set up delivery of customer orders, ensuring on-time product delivery.
• Proactively notifying customers and salespeople of delivery problems.
• Delivering accurate and timely order and shipment documentation to customers.
• Communicating with customers via phone and email regarding order status, cases, claims, prices, availability, product information, etc.
• Maintaining electronic documents related to orders and shipments.
• Building, developing and maintaining customer relationships to ensure the highest level of customer satisfaction is achieved.
• Assisting customers in releasing orders in a timelier basis.
• Running and reviewing appropriate reports, as required.
• Recommending process improvements to help ensure accuracy and efficiency.
• Consistently displays the behaviors of the Osterman Business Principles.

Minimum Education and Qualifications:

• High school diploma and/or 1-2+ years of experience required.
• Proficient with MS Suite
• JDE knowledge a plus

Physical Demands and Work Environment: 

• Office work environment (5 days per week)
• Must be able to sit in front of a computer screen for extended periods of time.
• Must be able to work flexible hours.
• Light travel may be required.

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with this job. Osterman reserves the right to make changes to the above job description whenever necessary.