Order Fulfillment & Customer Care Specialist

Express Employment Professionals - Cincinnati East; City of Rochester (NY); On-site; USD 38,000 - 52,000; Full time

Job summary

Express Employment Professionals is hiring a Customer Service Representative for a client in the Rochester, NY area. This opportunity is ideal for someone who enjoys helping customers, managing details, and coordinating orders from entry through delivery.

You will serve as a key point of contact for customers, provide order and shipping updates, and work closely with production and quality teams to support timely, accurate order fulfillment.

Qualifications

• Minimum 2 years of customer service in an administrative setting.
• Excellent phone etiquette and strong written and verbal communication skills.
• Ability to navigate computer databases and customer websites.
• Strong attention to detail with accurate data entry.

Responsibilities

• Enter and acknowledge customer purchase orders, including orders received through Electronic Data Interchange (EDI).
• Review customer schedules to ensure orders remain active and align with Estimated Annual Usage (EAU).
• Monitor customer websites for purchase orders, schedule changes, quote requests, and quality updates.
• Respond to customer questions regarding orders, products, shipping, and delivery.
• Communicate shipment updates daily and proactively notify customers of delays.
• Track shipments and monitor on-time delivery performance.
• Complete Advance Ship Notices (ASNs) when products ship.
• Prepare expediting reports and follow up on outstanding orders.
• Maintain accurate customer files, order records, and database information.
• Coordinate Return Material Authorizations (RMAs) with the quality department.
• Provide proof of delivery to assist with invoice discrepancies.
• Collaborate with internal departments to resolve customer concerns.

Skills

Customer service

Communication skills

Data entry

Organization

Multitasking

Phone etiquette

Tools

EDI systems

Job description

Express Employment Professionals is hiring a Customer Service Representative for a client in the Rochester, NY area. This opportunity is ideal for someone who enjoys helping customers, managing details, and coordinating orders from entry through delivery.

You will serve as a key point of contact for customers, provide order and shipping updates, and work closely with production and quality teams to support timely, accurate order fulfillment.