Customer Experience Specialist: Order & SLA Focus

Jobtailor; Arizona; On-site; USD 40,000 - 55,000; Full time

Job summary

Jobtailor in Arizona is seeking a Customer Service / Order Processing specialist to serve as the first point of contact for inquiries, process orders in ERP systems, and keep customers informed about status and delivery.

You will collaborate with production, logistics and sales, maintain records, monitor KPIs, and help drive continuous improvement while ensuring compliance with quality standards and SLAs.

Qualifications

• High School Diploma required; higher degree in Business or Supply Chain advantageous.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office Suite and ERP systems (e.g., SAP, Oracle).
• Excellent organizational and time management abilities.
• Ability to work independently and as part of a team.
• 2+ years of customer service experience in manufacturing or packaging preferred.
• Experience with SLAs and KPIs in customer-facing roles.
• Plastics packaging industry familiarity is a plus.

Responsibilities

• Serve as the first point of contact for customer inquiries, orders, and complaints via phone, email, and online platforms.
• Process customer orders accurately and efficiently using ERP systems, ensuring timely delivery and adherence to SLAs.
• Monitor and manage order status, proactively communicating delays or issues to customers.
• Collaborate with production, logistics, and sales teams to ensure customer requirements are met.
• Maintain accurate customer records and documentation.
• Resolve customer complaints and issues promptly, escalating when necessary.
• Track and report on KPIs such as order accuracy, response time, customer satisfaction, and complaint resolution rates.
• Support continuous improvement initiatives to enhance customer service processes.
• Ensure compliance with company policies, industry regulations, and quality standards.

Skills

Customer Service

ERP Proficiency

Order Processing

KPI Tracking

Communication Skills

Education

High School Diploma

Diploma/Assoc. Degree in Business or Supply Chain

Tools

Microsoft Office

ERP Systems

SAP

Oracle

Job description

Jobtailor in Arizona is seeking a Customer Service / Order Processing specialist to serve as the first point of contact for inquiries, process orders in ERP systems, and keep customers informed about status and delivery.

You will collaborate with production, logistics and sales, maintain records, monitor KPIs, and help drive continuous improvement while ensuring compliance with quality standards and SLAs.