Customer Service Specilaist Job at Foundation Wellness, Wadsworth, OH

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  • Foundation Wellness
  • Wadsworth, OH

Job Description

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Job title: Customer Service Specialist

Business unit: Custom Engineered Products (CE)

Reports to: General Manager

FLSA status: Exempt

Summary

Serving as a key point of contact with our CE customer base, the Customer Service Specialist role is responsible for managing orders, resolving complaints, and ensuring customer satisfaction throughout the order-to-delivery process. The ideal candidate will possess strong communication skills, attention to detail, and the ability to thrive in a fast-paced manufacturing environment. This role must work well cross-functionally with business development, scheduling, quality, and production.

Areas of Responsibility

  • Order entry & revision
  • Customer communication
  • Invoicing
  • Processing complaints
  • Issuing credits and debits
  • Record keeping & systems

Detailed Activities

  • Serve as the primary liaison for customers, providing timely and accurate information regarding products, orders, delivery, and general inquiries.
  • Process customer orders, changes, complaints and debit/credits accurately using internal systems.
  • Maintain order book including quantities, pricing, and deliveries.
  • Monitor open orders and coordinate with production, logistics, and sales teams to ensure on-time delivery and timely communication to customers.
  • Resolve customer complaints and concerns efficiently and professionally, escalating complex issues as needed.
  • Maintain detailed and organized customer records and correspondence.
  • Collaborate with account managers and internal departments to address customer needs and improve service delivery.
  • Contribute to continuous improvement initiatives within the team.

Other Requirements

  • Track record of improving customer relationships and satisfaction
  • Excellent written and verbal communication skills
  • Ability to multi-task and manage competing priorities
  • Positive attitude with ability to solve problems and deescalate issues
  • Efficient, organized, and detail-oriented
  • Baseline product and capabilities knowledge
  • Infrequent travel required < 5%

Education and Experience

  • Bachelor’s degree preferred in relevant field
  • Minimum 5 years customer service or inside sales experience

Job Tags

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