Customer Support Specialist

Morcon Tissue; City of Saratoga Springs (NY); On-site; USD 42,000 - 64,000; Full time

Job summary

Morcon Tissue is seeking a Customer Support Specialist to deliver exceptional service by processing orders accurately, communicating proactively, and resolving issues in a timely manner. You will serve as the main contact for customers, work with Supply Chain, Operations, Logistics, and Sales to ensure orders are fulfilled, and help maintain positive relationships throughout the order lifecycle.

This role emphasizes responsiveness, data accuracy in ERP, and the ability to manage multiple

Qualifications

• 2+ years in customer service, order management, or related roles.
• Strong written and verbal communication with attention to detail.
• Experience coordinating with multiple internal teams.

Responsibilities

• Serve as a primary point of contact for customer inquiries, concerns, and service-related issues.
• Build and maintain strong customer relationships through responsiveness, professionalism, and consistent follow-through.
• Communicate proactively with customers regarding shipment delays, shortages, product issues, and order status updates.
• Support customer retention efforts by ensuring a positive and consistent service experience.
• Monitor and respond to inquiries received through company communication channels, including [e-mail].
• Escalate customer concerns when appropriate to ensure timely resolution.

Skills

Customer service

Order management

Clear communication

Cross-functional collaboration

Microsoft Word/Excel/Outlook

NetSuite ERP experience

Tools

NetSuite

Job description

The Customer Support Specialist is responsible for delivering exceptional service to Morcon customers through accurate order processing, proactive communication, and timely issue resolution. This role serves as a primary point of contact for customer inquiries and works closely with Supply Chain, Operations, Logistics, and Sales to ensure orders are fulfilled accurately and customer expectations are met.

The position plays a key role in maintaining strong customer relationships by providing responsive support, managing order-related activities, and helping ensure a positive customer experience throughout the order lifecycle.

Position Responsibilities:

Customer Service & Communication

• Serve as a primary point of contact for customer inquiries, concerns, and service-related issues.
• Build and maintain strong customer relationships through responsiveness, professionalism, and consistent follow-through.
• Communicate proactively with customers regarding shipment delays, shortages, product issues, and order status updates.
• Support customer retention efforts by ensuring a positive and consistent service experience.
• Monitor and respond to inquiries received through company communication channels, including [e-mail].
• Escalate customer concerns when appropriate to ensure timely resolution.

Order Management & Administration

• Process customer orders, revisions, and confirmations while reviewing order information for completeness and accuracy, including product, pricing, quantity, and shipping details.
• Coordinate with internal teams to support successful order fulfillment and delivery performance.
• Monitor open orders and identify potential service risks or fulfillment concerns.
• Assist in resolving order discrepancies, shipment issues, shortages, and customer claims

Cross-Functional Coordination

• Collaborate with Supply Chain, Operations, Logistics, and Sales to support customer requirements.
• Coordinate delivery appointments and communicate shipping information to customers and internal stakeholders.
• Assist in resolving order discrepancies, shortages, shipment issues, and other service-related concerns.
• Support communication efforts that promote a seamless customer experience.

Marketing & Customer Support

• Coordinate customer sample requests and marketing materials with Marketing and Sampling teams.
• Support customer engagement initiatives by ensuring timely delivery of product information and sample materials.
• Assist with special projects and customer-focused programs as needed.

Systems & Reporting

• Maintain accurate customer, order, and service records within company systems.
• Utilize ERP and business systems to track order activity and customer interactions.
• Assist with reporting, service metrics, and data analysis related to customer support activities.

Position Requirements:

• Minimum of 2 years of customer service, customer support, or order management experience.
• Strong organizational skills with exceptional attention to detail.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and customer relationship skills.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Experience with NetSuite or another ERP system preferred.
• Ability to maintain accuracy and professionalism under deadlines.