Located in Hawthorne, NJ
Pay: $68,000
Job Full Description
Senior Customer Service Specialist
Location: Mahwah, NJ (Onsite)
Schedule: Monday–Friday | 8:30 AM – 5:15 PM
Salary: Starting at $68,000 per year
Join Our Team!
We are seeking an experienced Senior Customer Service Specialist to join our growing team in Mahwah, NJ. This is an excellent opportunity for a customer-focused professional with a strong background in order management, ERP systems, and customer support within a manufacturing or distribution environment.
If you thrive in a fast-paced setting, enjoy solving problems, and are passionate about delivering exceptional customer service, we'd love to hear from you!
Key Responsibilities
- Manage the complete customer order lifecycle from order entry through shipment and billing.
- Process customer orders accurately using an ERP system.
- Prioritize and manage incoming customer emails and order requests.
- Monitor orders daily and proactively resolve issues that may delay processing or shipment.
- Maintain customer routing guides and monitor customer scorecards.
- Process orders received through email, EDI, website, Amazon, and other sales channels.
- Manage backorders and provide customers with timely order status updates.
- Coordinate the resolution of shipping issues, damaged shipments, freight claims, proof of delivery requests, and merchandise returns.
- Investigate and resolve pricing discrepancies, inventory issues, and order-related concerns.
- Communicate effectively with Sales, Purchasing, IT, Distribution, and other internal departments.
- Assist customers via phone and email with product questions, shipment inquiries, and order status.
- Build and maintain strong customer relationships by providing outstanding customer service.
- Support the sales team with customer account management.
- Cross-train with other departments and assist in documenting processes and procedures as needed.
Qualifications
- Minimum of 5 years of customer service and order management experience in an inventory-based manufacturing or distribution environment.
- SAP experience with order entry, inventory management, purchasing, shipping, or other business operations.
- Experience working with ERP (Enterprise Resource Planning) systems, including order management, inventory, accounting, production, sales, and purchasing. Experience with Microsoft Dynamics Navision or similar ERP systems is highly preferred.
- Manufacturing (MFG) experience with an understanding of manufacturing processes and inventory-based operations.
- Extensive high-volume order processing experience, including entering customer orders, tracking order status, coordinating with production and shipping, and ensuring timely, accurate deliveries.
- Experience processing and troubleshooting EDI orders.
- Intermediate to advanced proficiency in Microsoft Excel, Outlook, and Word.
- Strong organizational skills with exceptional attention to detail.
- Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.
- Knowledge of domestic and international shipping methods and related documentation.
- Understanding of credit terms and ISO requirements.
- Strong mathematical, analytical, and problem-solving skills.
- Excellent written and verbal communication skills.
- Customer-focused with the ability to build and maintain long-term relationships.
- Experience training team members and documenting procedures is a plus.
Education
- High School Diploma or GED required.
- Associate's or Bachelor's degree preferred.
Work Environment
- Onsite position in Mahwah, NJ.
- Professional office environment.
- Collaborative and team-oriented workplace.
Benefits
- Competitive salary starting at $68,000 annually
- Comprehensive benefits package
- Paid time off
- Opportunities for career growth and professional development
Apply Today!
If you're an experienced customer service professional with strong SAP and ERP experience, a manufacturing background, and a proven track record of managing high-volume order processing while delivering exceptional customer service, we'd love to hear from you. Apply today to become part of a collaborative team where your skills and experience will make a meaningful impact.
Please submit resume to Sylvia.Figueroa@ExpressPros.com
Parsippany, NJ
1304
140 Littleton Road
Suite 110
Parsippany, NJ 07054
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