Summary: The Customer Service Specialist provides exceptional customer support and maintains accurate records for assigned locations. This role processes customer orders, coordinates with internal departments, ensures timely communication, and provides backup support across locations as needed. Additionally, the position assists the Inside Sales Manager with sales support and location-specific needs to ensure smooth operations and outstanding customer satisfaction.

Key Responsibilities:

• Receive and process customer product and service orders, ensuring completion by 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 necessary.
• Respond promptly and professionally to customer inquiries via phone, email, or other channels; escalate unresolved questions to Sales Rep or Inside Sales Manager.
• Process RMAs (Return Merchandise Authorizations) and warranty orders efficiently.
• Collect and share customer feedback to support product and service improvements.
• Contact customers regarding order questions and provide timely follow-up.
• Collaborate with all departments involved in the order process to ensure clarity of customer requirements.
• Ensure production has the necessary information and resources to fulfill and ship orders accurately.

Required Skills and Abilities:

• Previous experience in customer service, sales support, or office operations.
• Proficiency with office systems, including PCs and order management or ERP software.
• Strong organizational skills with attention to accuracy and detail.
• Excellent verbal and written communication skills for professional customer and colleague interactions.
• Problem-solving mindset with ability to manage 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.
• Commitment to following company policies, procedures, and cemetery rules & regulations where applicable.

Required Education and Experience:

• High school diploma or equivalent required; associate degree preferred.
• Minimum 1–2 years of experience in customer service or related office role.

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.

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

 Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by the employee with this qualification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications of employees assigned to this job.