Customer Service Specialist

Customer Service Specialist

Location: Huntersville, NC, USA

Position Summary

The Customer Service Specialist will have responsibility for managing various internal aspects of Microban's customers' accounts and ordering process, while providing the highest level of Customer Service excellence. This position is responsible for entering and maintaining accurate account information including updated customer addresses, contract pricing, shipping notes, and contact details. The Customer Service Specialist creates and emails the customer invoices for product shipments, royalties, and testing fees, and serves as a central communication point for both internal and external customers.

Essential duties and responsibilities include the following:

• Manages the processing of customer purchase orders from purchase order receipt, shipment updates, and final invoicing.
• Creates and distributes quarterly and monthly customer royalty invoices.
• Creates and distributes testing and development fee invoicing periodically as outlined in customer contracts and requested by sales or finance.
• Answers and processes customer service phone inquiries.
• Consults with production team regarding product availability and with Quality and Regulatory departments for proper documentation for product shipments.
• Collaborates with Production and Logistics teams to process customer related sample requests through the Customer Relationship Management (CRM) system and internal Enterprise Resource Planning (ERP) system, updating with final details such as tracking information once shipped.
• Provides internal support to the commercial team such as facilitating the completion of customer related forms or updating on customer account changes.

Qualifications and Experience Required

Bachelor's degree in Business Administration, Operations Management, Business Fundamentals, Financial Accounting, Logistics, Quality Control or Computer systems from a college or university and a minimum of three years related work experience; or equivalent combination of education and related experience.

Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook; prior experience in an ERP system such as Dynamics AX or Dynamics 365 is highly desired. This position requires a high level of professionalism, exceptional time management, strong organization and multi-tasking skills, and effective verbal and written communication skills. Must be able to work independently without direct supervision. Candidate must collaborate well with cross-functional teams, have a strong attention to detail, prioritization skills, and personal accountability.