Manufacturing Customer Success Specialist

Tapecon, Inc.; Buffalo (NY); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Transportation benefit

Paid time off

Medical insurance

401K with match

Job summary

Tapecon, Inc. in Buffalo, NY is seeking a dedicated Customer Service/Order Specialist to coordinate inquiries and manage RFQs for house accounts and outside reps. You will collaborate with estimating and production to validate pricing, support onboarding, and ensure accurate order entry in the ERP system.

The role emphasizes handling complaints, improving processes, and partnering with Business Development Managers to drive customer satisfaction and quote win rates in a manufacturing environment.

Qualifications

• Bachelor’s degree in Business or related field or 2-year degree with equivalent work experience.
• 5+ years of customer service experience.
• Manufacturing environment experience preferred / contract manufacturing highly preferred.
• Experience with ERP systems highly preferred.
• Experience with technical drawings highly preferred.
• Experience with technical sales highly preferred.

Responsibilities

• Coordinate customer inquiries concerning orders and day-to-day needs of house accounts and outside reps.
• Handle RFQ management: accurate, timely submission and alignment with specs.
• Resolve complaints promptly and document trends for root cause analysis.
• Onboard new customers: collect data, educate, sample coordination, order placement.
• Enter and manage orders in ERP; verify part numbers, revisions, quantities, and shipping requirements.
• Support ECOs by gathering information and coordinating with cross-functional teams.
• Collaborate with Business Development Managers to align ownership of customer communications.
• Track follow-ups and monitor open inquiries to ensure timely updates.
• Identify process improvements and automation opportunities within ERP and related systems.

Skills

RFQ handling

Customer complaints

Onboarding

ERP navigation

Clear communication

Education

Bachelor’s degree in Business or related field / 2-year degree with experience

Tools

ERP system

Job description

Tapecon, Inc. in Buffalo, NY is seeking a dedicated Customer Service/Order Specialist to coordinate inquiries and manage RFQs for house accounts and outside reps. You will collaborate with estimating and production to validate pricing, support onboarding, and ensure accurate order entry in the ERP system.

The role emphasizes handling complaints, improving processes, and partnering with Business Development Managers to drive customer satisfaction and quote win rates in a manufacturing environment.