Customer Experience & Order Support Specialist

MRP Solutions; City of Plattsburgh (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

MRP Solutions is seeking a Customer Care Specialist to be the first point of contact for customers, delivering world-class service by phone, email, and online. You will ensure timely processing of purchase orders and respond promptly to inquiries while supporting the sales team across multiple channels.

This role requires strong communication, multitasking, and problem-solving in a fast-paced manufacturing environment.

Qualifications

• High school diploma or GED required.
• Experience in a manufacturing environment beneficial.
• Proficiency using computers, Microsoft Office, ERP systems and Salesforce.
• Strong critical thinking and problem-solving skills.
• Excellent communication, organization and time management skills.
• Strong aptitude to serve customer needs and ability to work with outside/inside sales reps.
• Ability to prioritize, multitask and work in a very fast paced environment.
• Proven team player and a sharp focus on customer service and satisfaction.

Responsibilities

• Quickly answer incoming customer inquiries through phone calls and emails.
• Process large quantities of customer purchase orders accurately and efficiently within X hours of receipt.
• Efficiently gather information to provide timely information on order statuses and inquiries.
• Recommend alternate products based on cost, availability or specifications.
• Work cross functionally with other departments to provide excellent customer service.
• Provide and collect completed forms, explain processes, and guide customers to resolution.
• Direct customers to the correct department or supervisor and ensure responses.
• Educate customers about terminology, features and benefits to improve sales and satisfaction.
• Ensure timely and accurate order entry.
• Maintain accurate records of customer interactions in email, ERP, Salesforce and other tools.
• Receive and process inquiries, orders, changes and requests.
• Provide customers with pricing and delivery information.
• Review open orders and shipping reports and release orders for shipping.
• Manage time effectively and collaborate with the team.
• Adhere to procedures, guidelines, and policies.
• Perform other duties as assigned.

Skills

Customer service

Order processing

Multi-tasking

ERP systems

Salesforce

MS Office

Education

High school diploma or GED

Tools

Salesforce

ERP systems

Microsoft Office

Job description

MRP Solutions is seeking a Customer Care Specialist to be the first point of contact for customers, delivering world-class service by phone, email, and online. You will ensure timely processing of purchase orders and respond promptly to inquiries while supporting the sales team across multiple channels.

This role requires strong communication, multitasking, and problem-solving in a fast-paced manufacturing environment.