Customer Service Specialist

Tremco CPG Inc. manufactures building materials for commercial and residential construction. The Customer Service Specialist manages customer orders from receipt through delivery, coordinates with customers and cross-functional teams, and resolves order and logistics issues to support customer satisfaction.

Responsibilities:

• Manage the end-to-end execution of customer orders from receipt and entry through final delivery, ensuring accuracy, alignment with customer requirements, and compliance with company policies, procedures and quality standards
• Serve as a primary point of contact for customers and Sales Representatives by managing order inquiries, project updates, order status, and issue resolution to support successful project execution and customer satisfaction
• Coordinate multiple concurrent customer orders and projects by partnering with Sales, Planning, Production, Warehouse, Shipping, Logistics, Credit, Inventory, Product Management, vendors, carriers, and customers to align material availability, production schedules, transportation, and delivery commitments
• Monitor inventory availability, production schedules, project milestones, lead times, and transportation requirements to proactively identify risks, manage competing priorities, and maintain delivery commitments
• Review order requirements, specifications, pricing, product availability, lead times, and supporting documentation to ensure accurate order execution, company policy, compliance and informed customer communication
• Maintain customer accounts, master data, and transactional information within SAP and Salesforce to support data integrity, audit readiness, and compliance with company standards
• Prepare freight estimates and coordinate transportation activities by evaluating shipment requirements, delivery locations, carrier options, and logistical considerations. Exercise sound judgment in resolving operational issues, including schedule changes, product availability, pricing discrepancies, shipment issues, returns, replacement orders, claims, credits, and billing adjustments in accordance with company policies, procedures, and established approval processes
• Build and maintain collaborative relationships with customers, Sales Representatives, and cross-functional teams to support effective communication, operational execution, and exceptional customer service
• Execute special projects, prepare operational reports, and identify opportunities to improve customer experience, order accuracy, data integrity, compliance, operational efficiency, and business processes

Requirements:

• High school diploma or general education degree (GED)
• 5+ years of experience in customer operations, order management, customer service, sales support, or a related role within manufacturing, or construction products
• Experience managing customer orders in Salesforce and SAP
• Strong understanding of inventory availability, production scheduling, and order fulfillment processes
• Excellent communication and relationship-building skills
• Exceptional organizational skills with the ability to manage multiple priorities simultaneously
• Strong problem-solving and critical-thinking abilities
• Proficiency with Microsoft Office
• Experience in logistics and inventory management preferred
• Experience in SAP, and Salesforce is preferred