Job Description

The Customer Relations Specialist – Quick Parts Division is essential to the growth and sustainability of the company by providing responsive, accurate, and high-quality service to customers. This role manages day-to-day customer interactions, including order processing, expedites, and communication, ensuring on-time delivery (OTD) and customer satisfaction. The position plays a key role in maintaining strong customer relationships while supporting profitability and operational efficiency within the Quick Parts Division.

Core Expectations for All Employees

All employees are expected to:

• Deliver high-quality work within established timelines
• Work both independently and collaboratively
• Communicate proactively and professionally
• Provide excellent service to internal and external customers
• Demonstrate accountability and ownership mindset
• Contribute positively to team and company culture

Essential Job Functions

Customer Order Management & OTD Execution

• Enter customer orders accurately and in a timely manner
• Manage and send order acknowledgements for all new orders
• Handle expedite requests, order modifications, and shipping inquiries
• Run and review open order reports regularly to proactively meet customer deadlines
• Coordinate with partner suppliers to ensure on-time delivery of products
• Provide requotes to customers as requested
• Create purchase orders for urgent demand orders

Customer Communication & Service Excellence

• Respond to incoming customer calls and emails promptly (same-day response expectation)
• Maintain a professional, positive, and customer-focused demeanor
• Address customer inquiries, concerns, and complaints with urgency and care
• Build strong relationships by consistently delivering reliable and responsive service
• Thank customers for their business and reinforce positive interactions

Customer Profitability & Order Accuracy

• Monitor customer orders to ensure correct pricing and data accuracy
• Identify and correct pricing discrepancies or mispriced purchase orders
• Communicate updated pricing and lead times to customers as needed
• Collaborate with suppliers to obtain accurate pricing and delivery information
• Escalate and communicate pricing issues appropriately

Reporting & Proactive Account Management

• Utilize system reports to proactively manage customer needs and expectations
• Maintain accurate and up-to-date customer order records
• Identify potential risks to delivery or profitability and take corrective action

Core Competencies (Role-Specific)

• Customer focus and service excellence
• Strong attention to detail and accuracy
• Effective verbal and written communication
• Time management and responsiveness
• Problem-solving and conflict resolution
• Accountability and reliability
• Ability to work independently and manage priorities
• Strong listening skills and interpersonal effectiveness
• Business writing and professional communication skills

Technical and Functional Skills

• Proficient in Microsoft Office 365 (Outlook, Word, Excel, PowerPoint)
• Experience with ERP and business systems (e.g., order entry, inventory, CRM)
• Ability to analyze data and apply basic mathematical concepts (percentages, ratios, etc.)
• Strong organizational and data management skills
• Ability to learn and apply product, customer, and supplier knowledge

Education and Experience

Required:

• Associate’s degree from an accredited college or technical school, or equivalent experience
• Minimum of 2 years of customer-facing experience and/or training
• Ability to handle high-pressure situations in a professional business manner

Preferred:

• Experience in a distribution, manufacturing, or industrial environment
• Familiarity with order management, supply chain, or customer service systems
• Experience supporting fast-paced, high-volume customer accounts

Working Conditions & Physical Requirements

This role is primarily based in an office environment. Physical requirements, to perform the essential job functions include:

• Ability to sit for extended periods of time
• Frequent use of computer, phone, and virtual communication tools
• Frequent interaction with customers, sales team members, and cross-functional departments.
• May require occasional travel

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

As a member of our team, you will have a leader who:

• Gives clear directions
• Makes sure you have the necessary tools
• Acts with the greater good in mind
• Delegates appropriately
• Takes time to truly understand your role and how you can help the company
• Makes their expectations clear
• Communicates well
• Has effective meetings
• Meets one-on-one with you quarterly or more, if needed
• Rewards and recognizes your performance

Disclaimer

This job description reflects the general nature and level of work performed in this role and is not intended to be a complete list of all responsibilities. Duties may change based on business needs. Engineered Seal Products is an equal opportunity employer.