Manufacturing Customer Support Specialist

Job Description

Job Description

A family-owned food manufacturing company in Birmingham, Alabama is growing fast and is seeking to add a Manufacturing Support Specialist to help lead exciting new initiatives. The Manufacturing Support Specialist supports the customer service team by ensuring the timely and accurate execution of sales order processing, customer setup, documentation, and customer portal management. This individual will play a key role in supporting daily transactions and service metrics across retail, food service, and ingredient channels — including DTC platforms and national accounts such as Walmart. The ideal candidate is organized, detail-oriented, and thrives in a fast-paced, team-oriented environment.

Responsibilities

• Enter and confirm sales orders (SO's) within 3 business hours of receipt.
• Promptly create invoices the morning following shipment.
• Lead the order change process, allocations, and backorders in coordination with customer service and operations.
• Support Direct-to-Consumer (DTC) order fulfillment from internal Shopify store, Amazon store, and Walmart marketplace.
• Assist with daily bookings report (new sales orders).
• Manage reorder cycles and provide replenishment data reporting. Proactively reach out to customers on potential reorders.
• Manage customer portals and EDI systems
• Review OTIF and SQEP scores and other customer scorecards to sales managers and support improvement actions
• Assist with complaint and case tracking through proper documentation and status updates. Ensure sales managers are informed of and handle more substantial customer complaints.
• Maintain and communicate unique customer requirements in CRM or ERP.
• Support upsells activities through routine communication and customer follow-ups.
• Manage outbound sample fulfillment and sample inventory tracking.

Requirements