Customer Service Specialist

PPC Flex; Payson (UT); On-site; USD 42,000 - 62,000; Full time

Job summary

PPC Flex in Payson, UT is seeking a Customer Account Specialist to provide best-in-class service to Sales and a portfolio of customers. You will manage orders from entry to delivery, ensuring accuracy and timely communication across teams.

You will coordinate with Sales and internal partners, handle returns and credits, and use Salesforce to capture customer interactions and expectations, driving continuous improvement.

Qualifications

• Action-oriented, assertive, and diplomatic.
• Ability to work with urgency and solve problems creatively.
• Teamplayer with a positive attitude and patience.

Responsibilities

• Enter customer sales orders; ensure pricing, lead times, and minimums are met.
• Provide accurate, timely order details to order processing.
• Review open order reports and communicate schedule changes to customers.
• Create shipping releases and manage expedited shipments with approvals.
• Process returns and credits; provide timely feedback for a smooth customer experience.
• Maintain Salesforce CRM data for customers and interactions.
• Collaborate with cross-functional teams to improve the customer experience.
• Escalate process issues until a resolution is found.
• Update product knowledge and respond to customer inquiries.

Skills

Action-oriented

Diplomatic

Problem-solving

Teamwork

Urgency

Education

College degree preferred

2+ years customer service in manufacturing

Job description

The Customer Account Specialist position is responsible for providing best in class customer service to Sales and a portfolio of assigned customers. Accountable for managing customer orders through the pipeline to facilitate growth of existing accounts. In the event of absence, these job responsibilities will be covered by an employee in the CSS role or Manager or Director of Service position.

Responsibilities and Duties:

This job description and performance standard document has been prepared as a guide to ensure better communication and understanding. All responsibilities, however, have not been included, nor could they be. Your Supervisor/Manager may from time to time ask you to perform other related duties not specifically included in this description. Likewise, this description will be revised when required to meet current business needs.

Customer Centric Focus:

• Partners with Sales to create new customer items; use PLS form to create items in Radius.
• Enters customer sales orders; ensuring all requirements have been met per order (product/order mins, pricing details, Leadtime needs)
• Delivers complete, accurate, and timely sales order details to support internal order processing.
• Review open order reports daily and drives communication-advising customers on change in dates.
• Create shipping release with a high level of accuracy; to achieve on time delivery.
• Manage expedited shipments as necessary, with required management approval.
• Create expedited sales order requests with scheduling as needed.
• Responsible for processing Returns and Credit as needed. Provide timely feedback so customers have an effortless experience.
• Add, modify customer contacts in Salesforce CRM- data is leveraged for satisfaction surveys, marketing, and tradeshow announcements.
• Leverage Salesforce CRM to collect insights into customer expectations. Along with capture interactions via service calls, successes, and problems to drive ongoing improvements.
• Liaise as needed with cross-functional internal teams (including Pre-media, Engineering, Supply Chain, Scheduling, Quality, Production and Shipping) to improve the entire customer experience.
• Escalate internal systematic/process concerns until final solution/resolution is provided to customer.
• Maintain product awareness- technical understanding of our products/processes.
• Process and manage non-conformances with internal and external customers.
• Provide samples to customers.
• Attain pricing or price lists on existing items as needed
• May require light travel to internal meetings or customer meetings.

Skills and Qualifications:

• Action-oriented, assertive, and diplomatic.
• This position requires an individual who enjoys working with a sense of urgency and creative problem-solving.
• Thrives on challenges.
• Attitude- friendly, patient, positive
• Values teamwork and supports team environment.
• College degree preferred or 2+ years of experience in a Customer Service role in a manufacturing environment.