Customer Experience & Order Fulfillment Specialist

Tremco CPG Inc.; Beachwood (OH); On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid holidays

Job summary

Tremco CPG Inc. is seeking a Customer Service Specialist to support external distributors, contractors, design teams, and building owners by processing product orders and maintaining data integrity.

You will collaborate with Sales, Planning, Production, and logistics to ensure on-time delivery and accuracy. The role requires 5+ years in customer operations or a related field, experience with Salesforce and SAP, and strong communication and organizational skills.

Qualifications

• 5+ years of experience in customer operations, order management, customer service, sales support, or a related role within manufacturing, or construction products.
• Experience managing customer orders in Salesforce and SAP.

Responsibilities

• Manage the end-to-end execution of customer orders from receipt and entry through final delivery, ensuring accuracy, alignment with customer requirements, and compliance with company policies, procedures and quality standards.
• Serve as a primary point of contact for customers and Sales Representatives by managing order inquiries, project updates, order status, and issue resolution to support successful project execution and customer satisfaction.
• Coordinate multiple concurrent customer orders and projects by partnering with Sales, Planning, Production, Warehouse, Shipping, Logistics, Credit, Inventory, Product Management, vendors, carriers, and customers to align material availability, production schedules, transportation, and delivery commitments.
• Monitor inventory availability, production schedules, project milestones, lead times, and transportation requirements to proactively identify risks, manage competing priorities, and maintain delivery commitments.
• Review order requirements, specifications, pricing, product availability, lead times, and supporting documentation to ensure accurate order execution, company policy, compliance and informed customer communication.
• Maintain customer accounts, master data, and transactional information within SAP and Salesforce to support data integrity, audit readiness, and compliance with company standards.
• Prepare freight estimates and coordinate transportation activities by evaluating shipment requirements, delivery locations, carrier options, and logistical considerations. Exercise sound judgment in resolving operational issues, including schedule changes, product availability, pricing discrepancies, shipment issues, returns, replacement orders, claims, credits, and billing adjustments in accordance with company policies, procedures, and established approval processes.
• Build and maintain collaborative relationships with customers, Sales Representatives, and cross-functional teams to support effective communication, operational execution, and exceptional customer service.
• Execute special projects, prepare operational reports, and identify opportunities to improve customer experience, order accuracy, data integrity, compliance, operational efficiency, and business processes.

Skills

Customer service

Order management

Sales support

Inventory management

Logistics coordination

Education

High school diploma or GED

Tools

SAP

Salesforce

Microsoft Office

Job description

Tremco CPG Inc. is seeking a Customer Service Specialist to support external distributors, contractors, design teams, and building owners by processing product orders and maintaining data integrity.

You will collaborate with Sales, Planning, Production, and logistics to ensure on-time delivery and accuracy. The role requires 5+ years in customer operations or a related field, experience with Salesforce and SAP, and strong communication and organizational skills.