Customer Service Specialist — ERP, Upsell & Scheduling

Washington Mills; North Grafton (MA); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical and dental plans

401(k) with employer match

Company-paid life insurance

Paid vacation and holidays

Career development opportunities

Job summary

Washington Mills seeks a Customer Service Representative in North Grafton, MA or Tonawanda, NY for a full-time, in-office role. You will handle orders, billing, shipping, returns, and credits, coordinating with plant, shipping and production teams to meet customer needs.

You must have ERP/CRM experience, strong communication, and organizational skills; Office365 proficiency is expected. Spanish is a plus, and a team‑oriented, proactive approach is essential.

Qualifications

• Be able to work Monday-Friday, 40 hours per week, in an office environment.
• Spanish speaking a plus.
• Be comfortable using Office365 products.
• Have experience using an ERP & CRM.

Responsibilities

• Enter orders into ERP system accurately.
• Communicate with production and sales to fill customer orders and maintain effective lines of communication.
• Pro‑actively manage customer orders and spot opportunities to up‑sell as well as steer orders based on plant scheduling.
• Maintain continual communication with customers via phone and email, taking orders, updating order status.
• Customer Invoice and Billing.
• Track and report on customer complaints.
• Work in a team environment, as a team player, to complete the work required to provide the customer with exceptional service.
• Run and read inventory reports.
• Attend quality, safety and other meetings as necessary.

Skills

Customer service

Phone presence

Communication skills

Listening skills

Organized

ERP experience

CRM experience

Office 365

Spanish language

Tools

ERP software

CRM software

Office365

Job description

Washington Mills seeks a Customer Service Representative in North Grafton, MA or Tonawanda, NY for a full-time, in-office role. You will handle orders, billing, shipping, returns, and credits, coordinating with plant, shipping and production teams to meet customer needs.

You must have ERP/CRM experience, strong communication, and organizational skills; Office365 proficiency is expected. Spanish is a plus, and a team‑oriented, proactive approach is essential.