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Customer Relations Specialist

175 Pioneer Dr, Leominster, MA 01453, USA

Full Time

The Customer Service Specialist is responsible for general order management for a designated group of customers ensuring that their needs are met.  This role requires the ability to work successfully with internal and external groups in support of the customer requirements. 

Essential Job Functions

  • Extensive knowledge of all organization products as well as a strong capability to troubleshoot and solve a wide range of issues.

  • Provide accurate and timely service to customers

  • Review purchase orders, resolve any detailed issues/questions discrepancies, and enter into Order Management System.

  • Capture and enable follow through on any customer-specific requests as related to order execution.

  • Maintain frequent and high levels of relevant communication inside and outside the Customer Relations Team.

  • Customer Master Data Implementation, set-up and maintenance

  • Monitor the execution of orders and shipments until complete, maintain and share information as needed.

  • Maintain carrier relationships and quotations/contracts.

  • Negotiate with carriers for better rates.

  • Ensure transportation carriers are scheduled appropriately to meet customer shipping schedules

  • Provide sales and inventory reports as needed

  • Work closely with Accounts Receivable to resolve any invoicing issues

  • Provide responsive, professional service to customers and internal personnel.

  • Provide backup and assistance to Customer Relations Director and colleagues as needed.

  • Perform all other duties as assigned.


  • Associates Degree or combined equivalent of education and experience

  • Prior customer service or similar experience

  • Highly customer focused

  • Outstanding communication skills

  • Accuracy and attention to detail is a must.

  • Ability to be a problem solver.

  • Working knowledge of Microsoft Outlook, ERP systems, etc.

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