Customer Success & Order Fulfillment Specialist

Pixelle Speciality Solutions, LLC; Spring Grove (PA); On-site; USD 55,000 - 75,000; Full time

Job summary

Pixelle Speciality Solutions, LLC is seeking a customer-service professional to serve as the primary contact for assigned customer accounts, develop and maintain strong relationships, and understand ordering practices, product requirements, and delivery expectations.

You will handle order entry and fulfillment coordination, collaborate across departments, communicate proactively about shipment issues, and drive continuous improvement in service and inventory management.

Qualifications

• Associate's degree or Bachelor's degree preferred.
• 4-6+ years of customer service, order management, manufacturing, supply chain, or related experience preferred.
• Experience supporting customers in a manufacturing environment is a plus.

Responsibilities

• Serve as the primary contact for assigned customer accounts.
• Develop and maintain strong, professional customer relationships.
• Understand customer ordering practices, product requirements, inventory needs, and delivery expectations.
• Respond promptly to customer inquiries, requests, and concerns while ensuring timely resolution.
• Process and manage customer orders, changes, cancellations, sample requests, expedited orders, diversions, and special requests.
• Review orders for inventory availability, pricing, production schedules, credit status, transportation requirements, and quality considerations.
• Coordinate with internal departments to ensure timely and accurate order fulfillment.
• Collaborate with Sales, Product Management, Credit, Logistics, Shipping, Quality, Manufacturing, Planning, and other departments.
• Ensure customer requirements and business commitments are communicated accurately and promptly.
• Facilitate effective cross-functional communication to support customer success.
• Keep customers informed of any issues that may impact shipments, inventory, costs, or service commitments.
• Communicate delays, shortages, manufacturing impacts, pricing changes, and supply chain disruptions.
• Provide updates on revised shipment schedules, potential solutions, and resolution plans.
• Maintain communication through final issue resolution.
• Investigate and resolve customer service, inventory, order, production, and transportation issues.
• Analyze information to identify root causes and recommend corrective actions.
• Escalate issues when additional resources or approvals are needed.
• Identify and support process improvement opportunities that enhance customer experience and operational efficiency.
• Monitor customer-owned, consignment, VMI, and terminal inventory levels as applicable.
• Coordinate replenishment activities and inventory transfers.
• Work closely with Planning to maintain appropriate inventory levels and reduce supply risk.
• Review aged inventory and take action consistent with company policies and customer agreements.
• Take ownership of customer issues from identification through final resolution.
• Ensure consistent follow-up with customers and internal stakeholders.
• Exercise sound judgment while balancing customer needs with operational requirements.
• Maintain a strong focus on customer satisfaction, accountability, and service excellence.
• Occasional travel may be required for customer visits, training, meetings, and business support activities.

Skills

Customer service

Order management

Cross-functional collaboration

Attention to detail

Communication

Problem solving

Time management

Education

Associate's degree

Bachelor's degree preferred

Tools

Excel

Word

Outlook

Teams

Power BI

ERP/CRM systems

Conexiom

Job description

Pixelle Speciality Solutions, LLC is seeking a customer-service professional to serve as the primary contact for assigned customer accounts, develop and maintain strong relationships, and understand ordering practices, product requirements, and delivery expectations.

You will handle order entry and fulfillment coordination, collaborate across departments, communicate proactively about shipment issues, and drive continuous improvement in service and inventory management.