Order Fulfillment & Customer Care Specialist

Icon Protection; Hazleton (Luzerne County); On-site; USD 38,000 - 60,000; Full time

Job summary

Icon Protection, Inc. is seeking a Customer Care Representative to ensure exceptional service from order entry to final delivery. You will bridge customers with the onsite manufacturing and shipping teams, manage orders, and provide accurate product and policy information.

The role emphasizes collaboration with sales, marketing, purchasing, and production to optimize order fulfillment. Strong communication and CRM experience are valued in a fast-paced, team-oriented environment.

Qualifications

• Proven customer service experience in a manufacturing environment; experience with an independent sales team preferred.
• Inside sales experience is valued.
• Familiarity with shipping processes, logistics, and supply chain operations is highly preferred.
• CRM system experience (e.g., Salesforce, SAP, Infor) preferred.
• Proficiency in Microsoft Office Suite is required.
• Strong attention to detail and accuracy; able to manage a high volume, fast-paced environment.

Responsibilities

• Provide customers with accurate information regarding products, services, pricing, order status, shipping, and policies.
• Collaborate with sales, marketing, purchasing, production, and shipping/receiving teams on orders, forecasts, and inventory.
• Process and manage customer orders from entry to final delivery.
• Suggest recommendations to optimize product mix and upsell add-ons.
• Inform shipping on all freight details and assign best-fit warehouse for fulfillment.
• Serve as primary contact for order status, shipping inquiries, and delivery expectations.
• Coordinate with management on schedules and product availability to meet delivery timelines.
• Investigate and resolve complaints related to shipping, product damage, or incorrect orders promptly.

Skills

Customer service

Order processing

Communication

CRM experience

Education

High school diploma or equivalent

Tools

Salesforce

SAP

Great Plains

Infor

Job description

Icon Protection, Inc. is seeking a Customer Care Representative to ensure exceptional service from order entry to final delivery. You will bridge customers with the onsite manufacturing and shipping teams, manage orders, and provide accurate product and policy information.

The role emphasizes collaboration with sales, marketing, purchasing, and production to optimize order fulfillment. Strong communication and CRM experience are valued in a fast-paced, team-oriented environment.