Customer Relations Specialist

ENGINEERED SEAL PRODUCTS INC; Cedar Rapids (IA); On-site; USD 42,000 - 62,000; Full time

Job summary

Engineered Seal Products in Cedar Rapids, IA seeks a Customer Relations Specialist to serve as the primary day-to-day contact for customers, ensuring accurate orders, prompt responses, and on-time delivery.

You will manage order acknowledgements, respond to expedite requests, coordinate with internal teams and suppliers, monitor open orders, and communicate pricing changes clearly while maintaining a professional, solution-focused tone.

Qualifications

• Associate’s degree or equivalent experience required.
• 2+ years of customer-facing or customer support experience.
• Experience in order management, inside sales support, or customer operations preferred.
• Experience working with ERP/order systems preferred.
• Comfortable working in ERP and database systems.

Responsibilities

• Manage customer order acknowledgements and confirmations.
• Respond promptly to expedite requests, order changes, and status inquiries.
• Coordinate with internal teams and suppliers to support on-time delivery.
• Monitor open orders and communicate risks or delays.
• Provide accurate and timely information on orders, shipments, and changes.
• Handle customer questions and complaints with urgency and care.

Skills

Customer service orientation

Written communication

Verbal communication

Attention to detail

Accountability

Problem solving

Multitasking

Team collaboration

Education

Associate’s degree or equivalent experience

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Role SummaryThe Customer Relations Specialist plays a critical role in customer satisfaction, order accuracy, and on-time delivery performance. This position serves as a primary day-to-day contact for customers, managing order communications, expediting requests, pricing accuracy, and shipment updates. The role helps build strong customer relationships through responsiveness, accuracy, and professionalism, contributing directly to customer retention and profitable growth.This role reflects ESP’s Ownership Culture by demonstrating accountability, responsiveness, and continuous improvement in every customer interaction.Core Expectations for All EmployeesAll employees are expected to:Deliver high-quality work within established timelinesWork both independently and collaborativelyCommunicate proactively and professionallyProvide excellent service to internal and external customersDemonstrate accountability and ownership mindsetContribute positively to team and company cultureEssential Job FunctionsCustomer Order & Delivery SupportManage customer order acknowledgements and confirmationsRespond promptly to expedite requests, order changes, and status inquiriesCoordinate with internal teams and suppliers to support on-time delivery (OTD)Monitor open orders and proactively communicate risks or delaysIdentify opportunities to upsellTrack and follow through on customer requests to completionCustomer CommunicationServe as a primary contact for customer calls and emailsProvide accurate and timely information on orders, shipments, and changesMaintain a professional, positive, and solution-focused toneHandle customer questions and complaints with urgency and careReinforce customer confidence and long-term relationshipsPricing & Order AccuracyReview customer purchase orders for pricing accuracyCorrect pricing discrepancies and misaligned order entriesCommunicate pricing issues and updates clearly to customersCommunicate with Warehouse on inventory and transportation requirementsPartner with internal teams to process returns/exchangesPartner with internal teams to ensure pricing integrityContinuous Improvement & Knowledge DevelopmentBuild working knowledge of products, suppliers, and customer requirementsParticipate in training, workshops, and professional developmentStay current on tools, processes, and best practicesStrategize on opportunities to deplete slow moving or dead inventoryCore CompetenciesStrong customer service orientationClear written and verbal communication skillsAttention to detail and accuracyAccountability and follow-throughProblem solving and critical thinkingAbility to manage multiple priorities under time pressureProfessional composure in high-demand situationsActive listening skillsTeam collaboration mindsetTechnical & Functional SkillsProficient in Microsoft Outlook, Word, and ExcelComfortable working in ERP and database systemsStrong business writing capabilityAbility to interpret customer documents, pricing, and order detailsWorking knowledge of basic math and business calculations (percentages, ratios, pricing)Education & ExperienceRequired:Associate’s degree or equivalent experience2+ years of customer-facing or customer support experiencePreferred:Experience in order management, inside sales support, or customer operationsExperience working with ERP/order systemsWorking Conditions & Physical RequirementsThe work environment is typically office-based with quiet to moderate noise levels. Physical requirements, to perform the essential job functions include:Regular sitting, computer use, and phone communicationFrequent typing and data entryOccasional standing and walkingOccasional travel with overnight stays may be requiredReasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.DisclaimerThis job description reflects the general nature and level of work performed in this role and is not intended to be a complete list of all responsibilities. Duties may change based on business needs. Engineered Seal Products is an equal opportunity employer.