Customer Service Specialist

Description

At Gorilla Mill, we're not just in the business of precision tooling, we're committed to delivering exceptional customer experiences. Quality, speed, and reliability are at the core of everything we do, and our customers count on us to provide responsive support, accurate solutions, and seamless experience from inquiry to delivery. We are seeking a customer-focused, detail-oriented Customer Service Representative to serve as a primary point of contact for our customers. In this role, you will support order processing, customer inquiries, and cross-functional communication while ensuring every interaction reflects our commitment to excellence. Responsibilities include accurately entering and managing customer orders within Epicor ERP, providing timely updates, coordinating customer requests with internal departments, and helping deliver a best-in-class customer experience.

The ideal candidate thrives in a fast-paced manufacturing environment, possesses strong attention to detail, and is passionate about building lasting customer relationships through responsiveness, accuracy, professionalism, and proactive problem-solving.

Essential Duties and Responsibilities

• Serve as a primary point of contact for customers via phone, email, and other communication channels.
• Provide professional, timely, and courteous responses to customer inquiries.
• Build positive relationships with customers through exceptional service and communication.
• Follow up on customer requests to ensure timely resolution and communication.
• Accurately enter customer orders into Epicor ERP.
• Review orders for completeness and accuracy, including pricing, quantities, requested delivery dates, shipping requirements, and other key details.
• Process order changes, revisions, cancellations, and updates as needed.
• Monitor order status and communicate updates, delays, and changes to customers.
• Work closely with other internal teams to support customer needs.
• Coordinate information flow between customers and internal departments.
• Maintain accurate customer and order records within Epicor and other company systems.
• Ensure data integrity and detailed documentation of customer interactions.
• Support process improvements that increase efficiency, accuracy, and customer satisfaction.

Requirements

• High School Diploma or equivalent.
• Minimum of 2 years of customer service, administrative, order entry, or related experience.
• Strong computer skills, including Microsoft Office.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• High level of attention to detail and accuracy.