Senior Customer Service Specialist

Top Job

Located in Hawthorne, NJ

Salary: $68,000

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

Apply Now