Customer Care & Order Management Specialist

Kinetics Noise Control; Dublin (OH); On-site; USD 42,000 - 45,000; Full time

Job summary

Kinetics Noise Control in Dublin, OH is seeking a Customer Support Specialist to manage orders and deliver exceptional service to customers, distributors, and sales reps. You will coordinate with Engineering, Purchasing, Scheduling, Manufacturing, and Accounting to keep customers informed on lead times and order status.

The role requires 3+ years in customer service or order management, strong communication, and expert MS Office skills.

Qualifications

• Minimum of 3 years of customer service, order management, inside sales, or related experience.
• Strong verbal and written communication with a customer-focused mindset.
• Exceptional attention to detail and accuracy in data entry and documentation.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.

Responsibilities

• Respond promptly and professionally to inbound customer calls and emails from outside sales representatives, distributors, retailers, and end users.
• Provide accurate information regarding product availability, lead times, order status, scheduling updates, and customer inquiries.
• Proactively communicate with customers and sales representatives regarding requirements, expedite requests, order changes, complaints, and other service-related matters.
• Build and maintain positive customer relationships through responsive and solution-oriented service.
• Enter and process customer orders accurately and efficiently within company systems.
• Review customer purchase orders and supporting documentation to ensure all required information is complete.
• Backlog purchase orders for non-standard products and route orders to Engineering for review and release.
• Ensure order acknowledgements are generated and sent to customers in a timely manner once scheduled ship dates are established.
• Process order modifications, cancellations, and other customer-specific requests while coordinating with internal teams.
• Serve as a liaison between Customer Service, Engineering, Purchasing, Scheduling, Manufacturing, Logistics, and Accounting to ensure customer requirements are met.
• Facilitate communication between departments to resolve order-related issues and support on-time delivery.
• Follow up on customer payment requirements and account status prior to releasing orders for production.
• Coordinate carrier selection and routing according to customer instructions or company shipping guidelines.
• Process OEM customer orders and maintain required updates through customer web portals.
• Maintain customer account information and communicate account changes to Accounting.
• Monitor taxable customer accounts and notify Accounting of applicable sales tax changes.
• Assist with customer documentation, account maintenance, and order records management.
• Prepare Return Material Authorsations (RMAs) following required approvals.
• Assist customers with address changes, shipment tracking, freight claims, and recovery of lost or damaged shipments.
• Coordinate with the Logistics Manager to investigate shipping discrepancies and file freight claims when necessary.
• Communicate revised ship dates and late shipment notifications to customers as required.
• Maintain accurate customer records, order notes, and shipment information within company systems.
• Ensure open order and shipping documentation is properly filed and maintained.
• Support departmental reporting requirements and continuous process improvement initiatives.
• Perform other duties and responsibilities as assigned.

Skills

Customer service

Order management

Cross-functional communication

Attention to detail

MS Office

Education

Bachelor's degree

Tools

Infor Visual ERP

Job description

Kinetics Noise Control in Dublin, OH is seeking a Customer Support Specialist to manage orders and deliver exceptional service to customers, distributors, and sales reps. You will coordinate with Engineering, Purchasing, Scheduling, Manufacturing, and Accounting to keep customers informed on lead times and order status.

The role requires 3+ years in customer service or order management, strong communication, and expert MS Office skills.