Customer Service Specialist

Description

Who Are We?

We build products and relationships that last a lifetime! No, really, that’s what we do. We are a successful family business with a long-term record of steady growth, and we are determined to accelerate our trajectory.  Our diverse team members who speak 22 languages are passionate about their company and their co-workers.  

Check out our website at www.strong-hold.com.

We Are Not:

• Fancy – as manufacturers we believe practical, clean facilities are required to make quality products and retain the best team.
• Transactional - we have long-term relationships with our team members and most valuable customers.
• Satisfied - we celebrate achievement, then set our sights on new goals.

What We’re Looking For:

As a Customer Service Associate with Strong Hold, you will play an important role in supporting our customers, distributors, and sales team through accurate order processing, data management, and timely communication.  We are looking for someone who takes pride in getting the details right. This position requires a high degree of accuracy, strong organizational skills, and the ability to work efficiently across multiple business systems. You should be comfortable working with Microsoft Excel, reviewing information for accuracy, and learning new software applications such as Microsoft Dynamics GP and Crystal Reports.  The ideal candidate is dependable, detail-oriented, comfortable working with numbers, and committed to ensuring that customer orders and information are processed correctly the first time.

Responsibilities:

• Accurately enter and process customer orders received through email, online systems, and phone communications.
• Review purchase orders to verify product numbers, quantities, pricing, customer information, and shipping requirements.
• Identify and resolve order discrepancies to ensure accuracy before orders are released for processing.
• Maintain accurate customer records, order information, and related data within company systems.
• Utilize Microsoft Excel to organize, review, validate, and reconcile customer and sales information.
• Monitor order status, delivery timelines, and customer requests, communicating updates as needed.
• Respond professionally and promptly to customer and distribution inquiries regarding orders, pricing, availability, and delivery.
• Coordinate with sales, production, shipping, and other internal departments to resolve order-related issues.
• Generate and maintain reports using Excel, Crystal Reports, and other business applications.
• Follow established procedures to ensure data integrity, consistent documentation, and efficient order processing.
• Identify opportunities to improve order accuracy, administrative efficiency, and customer satisfaction.
• Perform additional customer service and administrative duties as assigned.

Requirements

• High school diploma or equivalent.
• 1+ years of experience in customer service, order entry, sales administration, or a related administrative role preferred.
• Exceptional attention to detail and a demonstrated commitment to accuracy.
• Proficiency with Microsoft Office, particularly Excel and Outlook.
• Comfortable working with numbers, spreadsheets, and large amounts of information.
• Ability to learn and effectively use new software applications, including Microsoft Dynamics GP, Crystal Reports, and other business systems.
• Strong organizational and multitasking skills with the ability to prioritize work and meet deadlines.
• Ability to identify discrepancies, investigate issues, and resolve problems.
• Strong written and verbal communication skills.
• Dependable, accountable, and able to work both independently and as part of a team.
• Previous experience with ERP systems or in a manufacturing or distribution environment is a plus.

What Makes Someone Successful in This Role?

• Accuracy Matters: You understand that even small errors in order entry or customer information can create significant downstream problems.
• Detail-Oriented: You naturally double-check your work and recognize when information doesn't look right.
• Comfortable with Technology: You are confident using Excel and willing to learn new systems and reporting tools.
• Organized and Reliable: You manage competing priorities, follow through on commitments, and meet deadlines.
• Problem Solver: You take initiative to identify and correct discrepancies rather than simply passing problems along.
• Team Player: You understand that accurate information and effective communication are essential to serving our customers and supporting our business.

Benefits:

• We value our team members and believe in providing competitive compensation and comprehensive benefits, including: 
• Competitive wage with annual increases and a performance-based annual bonus. 
• 401(k) retirement plan
• Health, dental, & vision, insurance coverage
• Company paid life, short- & long-term disability insurance coverage
• Paid time off for vacation, holidays, and personal days