Customer Service Specialist

Kelly; Lancaster (TX); On-site; USD 34,000 - 37,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Telemedicine

Life insurance

Disability insurance

Retirement plan

Holiday pay

Transit benefit

Paid sick leave

Job summary

Kelly in Lancaster, TX is seeking a Contract Customer Service Specialist to support B2B customers in a manufacturing setting. This role focuses on order management, account support, and cross-functional collaboration, not a call center.

The successful candidate will have solid attention to detail, stable work history, and the ability to learn complex products and custom-order processes; some orders may take 6–8 weeks to complete.

Qualifications

• 3+ years of experience in customer service, account management, sales support, or order management.
• B2B customer service experience required.
• Experience with order-to-cash processes preferred.
• Manufacturing/printing/distribution exposure is a plus.

Responsibilities

• Enter and manage customer orders through Coupa and internal systems.
• Review purchase orders, quotes, order history, and customer requirements.
• Provide order confirmations and updates to customers.
• Follow up on open orders, backorders, and delivery concerns.
• Coordinate with Sales, Art, Scheduling, Logistics, QA, and Production.
• Support new-item setups, custom print orders, and production scheduling.
• Maintain detailed records of customer interactions and order activity.
• Research and document customer complaints and assist with resolutions.

Skills

Customer service

Account management

Order management

Cross-functional communication

Attention to detail

Multitasking

Microsoft Office

Coupa experience

Tools

Coupa

Microsoft Office

Job description

Alternative Titles: Sales Support Specialist, Account Manager, Order Entry, Order Management

Location: Lancaster, TX

Job Type: Full-time contract

Pay: $25–$27 per hour, based on experience

Schedule: 8-hour shift scheduled between 7:00 a.m. and 6:00 p.m.

Training: Approximately 8:30 a.m.–5:30 p.m.

Duration: 6 + month contract potentially contract to hire

Work Arrangement: 100% onsite initially; potential hybrid schedule after several months

Start Date: ASAP

Job Summary

We are seeking an experienced Contract Customer Service Specialist to support business-to-business customers in a manufacturing environment. This is not a call center position. The role is highly interactive and involves customer order management, account support, cross-functional communication, and order-to-cash responsibilities.

The ideal candidate will have a stable work history, strong attention to detail, and the ability to learn complex products and custom-order processes. Custom orders may take 6–8 weeks or longer to complete.

Responsibilities

• Enter and manage customer orders through Coupa and internal systems.


• Review purchase orders, quotes, order history, and customer requirements for accuracy.


• Provide order confirmations and updates to customers.


• Follow up on open orders, backorders, short shipments, and delivery concerns.


• Coordinate with Sales, Art, Scheduling, Logistics, Quality Assurance, and Production.


• Support new-item setups, custom print orders, and production scheduling.


• Maintain detailed records of customer interactions and order activity.


• Research and document customer complaints and assist with resolutions.


• Create and monitor Return Material Authorizations and instant invoices.


• Process payment authorizations for pre-pay customers.


• Trace shipments and send product samples as needed.


• Complete filing, credit application paperwork, and other administrative tasks.


• Escalate concerns appropriately and maintain accurate order documentation.

Qualifications

• 3 or more years of experience in customer service, account management, sales support, or order management preferred.


• Business-to-business customer service experience required.


• Manufacturing, packaging, printing, or distribution experience is a plus.


• Experience with the order-to-cash process preferred.


• Strong organizational, communication, and problem-solving skills.


• Ability to manage multiple priorities and deadlines.


• Excellent attention to detail and follow-up skills.


• Proficiency with Microsoft Office; Coupa experience is a plus.


• Comfortable learning complex products, systems, and processes.


• Reliable work history and strong attendance.


• Ability to work onsite in Lancaster, TX

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources.

Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job type.

• Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability.


• As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account.


• In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Get a complete career fit with Kelly.

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About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.