Customer Service Specialist

Bystronic Inc.; Hoffman Estates (IL); On-site; USD 52,000 - 76,000; Full time

Job summary

Bystronic is seeking an Order Administrator to ensure accurate, timely processing of customer orders across the full product lifecycle. This role acts as the central interface between customers, Sales, Service, Finance, Supply Chain, Manufacturing Operations and Logistics to ensure seamless order execution and customer satisfaction.

You will manage order entry, compliance with revenue recognition, master data maintenance, and support audits, while coordinating shipments and ensuring on-time

Qualifications

• Knowledge of order-to-cash processes.
• Experience with ERP systems.
• Experience with CRM and service management applications.
• Understanding of customer master data management and order fulfillment workflows.

Responsibilities

• Order Management and Processing: Processes customer orders, change orders, service orders, rental agreements, and service contracts within the ERP environment.
• Reviews order documentation, customer purchase orders, and commercial agreements for completeness and accuracy.
• Ensures all orders are booked in accordance with Bystronic policies, internal controls, revenue recognition guidelines, and audit requirements.
• Maintains customer master data and order-related information within ERP and CRM systems.
• Ensures on-time order entry and booking performance.
• Acts as primary operational contact for order-related inquiries and provides order status updates.
• Collaborates with Sales, Service, Finance, Supply Chain, Production Planning, Manufacturing Operations, and Logistics.
• Supports customer satisfaction through proactive communication and timely problem resolution; Escalates issues when needed.
• Audits orders for compliance with contractual requirements and internal controls; supports audits as required.
• Coordinates shipment priorities and ensures compliance with international trade terms (Incoterms).

Skills

Order management

ERP systems

CRM systems

Customer communication

Education

Associate degree or equivalent with some college coursework

Tools

ERP systems

CRM software

Service management applications

Job description

We are Bystronic – a global technology company passionate about shaping the future of industrial manufacturing. We want to work with people who support us in creating new possibilities for connected sustainable production worldwide

As a leading provider of solutions for sheet metal and material processing, we combine laser cutting technology, press brakes, automation, and software with innovative laser applications for new materials and processes.

Bystronic Rofin. High-tech laser solutions for global markets.

In this role, you will join our Bystronic Rofin team. You will join us in creating outstanding technology solutions in the medical technology, semiconductor, and general manufacturing markets such as micro material processing, marking, engraving, and drilling.

About the Role

The Order Administrator is responsible for ensuring the accurate, timely, and compliant processing of customer orders throughout the complete product lifecycle. The role acts as a central interface between customers, Sales, Service, Finance, Supply Chain, Manufacturing Operations, Logistics, and global Business Units to ensure seamless order execution and customer satisfaction. The Order Administrator drives operational excellence through effective order management, process compliance, issue resolution, and continuous process improvement while ensuring adherence to Bystronic Rofin policies, internal controls, and revenue recognition requirements.

The Order Administrator is responsible for ensuring the accurate, timely, and compliant processing of customer orders throughout the complete product lifecycle.

Responsibilities

Order Management and Processing:

• Processes customer orders, change orders, service orders, rental agreements, and service contracts within the ERP environment.
• Reviews order documentation, customer purchase orders, and commercial agreements for completeness and accuracy.
• Ensures all orders are booked in accordance with Bystronic policies, internal controls, revenue recognition guidelines, and audit requirements.
• Maintains customer master data and order-related information within ERP and CRM systems.
• Ensures on-time order entry and booking performance.

Customer and Internal Stakeholder Management:

• Acts as primary operational contact for order-related inquiries.
• Provides timely order status, tracking information, and issue resolution for customers and internal stakeholders.
• Collaborates closely with Sales, Service, Finance, Supply Chain, Production Planning, Manufacturing Operations, and Logistics.
• Supports customer satisfaction through proactive communication and timely problem resolution.
• Escalates critical issues and proposes solutions to minimize business impact.

Compliance and Quality Assurance:

• Audits customer orders against contractual requirements and commercial agreements.
• Ensures compliance with company policies, financial controls, export regulations, and documentation requirements.
• Supports internal and external audit activities as required.
• Maintains high standard
  of data quality and transactional accuracy.

Logistics and Fulfillment Coordination:

• Ensures compliance with international trade terms (Incoterms) and shipping procedures.
• Coordinates shipment priorities to meet customer expectations and business commitments.

Qualifications

Order Management and ERP Systems

Knowledge of order-to-cash processes.

Experience with ERP systems.

Experience with CRM and service management applications.

Understanding of customer master data management and order fulfillment workflows.

International Trade and Logistics

• Knowledge of international order processing.
• Understanding of Incoterms and international shipping procedures.
• Experience working with freight forwarders and customs-related processes.
• Knowledge of inventory and supply chain concepts.

Business and Financial Acumen

• Understanding of revenue recognition principles and financial controls.
• Ability to interpret commercial agreements and customer purchase orders. .Digital Skills

Education & Experience

• Associate degree or equivalent with some college or technical school coursework preferred.
• 1–2 years of experience in Order Management, Customer Operations, Sales Operations, or a comparable operational role.
• Experience in an international manufacturing or industrial environment preferred.
• Experience working with ERP systems and international order fulfillment processes.