Customer Service Specialist

Position Summary

The Customer Service Specialist provides exceptional customer service support and maintains accurate customer records for assigned locations. This role is responsible for processing customer orders, coordinating with internal departments, ensuring timely communication with customers, and providing backup support across locations as needed. The Customer Service Specialist also assists the Inside Sales Manager with sales support and location-specific needs to ensure smooth operations and excellent customer satisfaction.

Key Responsibilities:

• Receive and process all customer product and service order requests, ensuring completion by the end of the next business day.
• Manage revisions, approvals, and order flow through order entry, purchasing, and approval processes.
• Review layouts and CADs once approved by customers.
• Request and create new custom product codes when needed.
• Answer customer inquiries promptly and professionally via phone, email, or other communication channels. Direct unresolved questions to the Sales Rep or Inside Sales Manager.
• Process all RMAs (Return Merchandise Authorizations) and warranty orders efficiently.
• Collect and share customer feedback with colleagues and departments to support product and service improvements.
• Contact customers regarding order questions and provide timely follow-up to keep orders progressing.
• Collaborate with all departments involved in the order process, ensuring clear understanding of customer requirements.
• Ensure production has the necessary information and resources to properly fulfill and ship orders.

Skills & Qualifications

• Previous experience in customer service, sales support, or office operations required.
• Proficiency with office systems, including PCs and order management or ERP software.
• Strong organizational skills with attention to accuracy and detail.
• Excellent communication skills, both verbal and written, with the ability to interact professionally with customers and colleagues.
• Problem-solving mindset and ability to handle multiple tasks in a fast-paced environment.
• Willingness to learn technical software and office procedures.
• Ability to lift up to 10 pounds.
• Reliable transportation to assigned location(s).
• Professional appearance and demeanor.
• Willingness to follow company policies, procedures, and cemetery rules & regulations where applicable.

Work Environment

• In-Office Role: This position is based on-site at assigned locations.
• Phone-Based Communication: Frequent interaction with customers and internal staff by phone and email.
• Office Equipment: Daily use of PCs, phones, and other standard office equipment.
• Must be able to work collaboratively with office staff, follow supervisory direction, and handle company assets responsibly.