Customer Success Specialist

About This Role

To lead and optimize the execution of customer orders by serving as a subject matter expert and key escalation point for order management, invoicing, and customer service activities. The Inside Sales / Customer Service Coordinator drives performance, ensures process consistency, and supports continuous improvement across the order lifecycle while coordinating cross-functional teams to deliver a high-quality customer experience.

This role is responsible for proactively preventing issues, improving operational processes, and mentoring team members to enhance overall team capability and efficiency

Key Responsibilities And Accountabilities

• Act as the primary point of contact for assigned customers and sales teams, managing inquiries and providing proactive updates throughout the order lifecycle
• Oversee and manage complex, high-value/high-volume, or project-based orders end-to-end, proactively monitoring timelines, risks, and dependencies to ensure alignment across stakeholders and on-time delivery
• Lead cross-functional coordination across Production, Engineering, and Supply-chain to resolve issues and ensure alignment on priorities and commitments
• Own same-day shipment and invoicing alignment by ensuring invoices are issued upon shipment, eliminating delays and improving billing cycle performance
• Lead investigation and resolution of invoicing discrepancies, credit notes, and billing issues, ensuring accuracy prior to month-end close
• Own data integrity across order lifecycle, identifying gaps and implementing controls to improve accuracy and reporting reliability
• Analyze operational data (order backlog, invoicing status, shipment tracking) to identify trends, risks, and improvement opportunities and drive corrective actions
• Lead and manage complex RMAs, shipping damage cases, and customer recovery efforts, including root cause analysis and process improvements
• Serve as the subject matter expert for ERP systems, troubleshooting complex issues, supporting team members, and ensuring effective system utilization
• Lead ERP testing, validation, and deployment activities, ensuring smooth implementation of system updates and minimizing operational disruption
• Effectively prioritizes orders, escalations, and workload to ensure alignment with business priorities and timely fulfillment of customer commitments
• Drive continuous improvement initiatives by identifying recurring operational issues, implementing corrective actions and preventing recurrence through process standardization
• Develop and maintain documentation, best practices, and training materials to improve team efficiency and consistency
• Mentor, coach, and train junior and intermediate team members, providing guidance on order management, ERP usage, and issue resolution
• Support team workload balancing and act as a go-to resource during peak periods or complex operational scenarios
• Provide input into performance tracking, KPIs, and process improvements, supporting continuous improvement and team performance
• Perform other duties as required to support operational excellence and business objectives
• Coordinate outbound shipments with internal teams, warehouses, carriers, and freight forwarders to support customer delivery requirements

Essential Qualifications, Experience, And Skills

• Completion of a college or university program in business administration, technical, or related field is preferred
• 5+ years customer service, or order management roles within a B2B or manufacturing environment (preferred)

• Strong experience managing complex or project-based orders and working in cross-functional environments

• Advanced knowledge of ERP systems and Microsoft Office tools

• Advanced problem-solving skills with the ability to resolve complex operational and customer issues independently 

• Strong understanding of order lifecycle processes and downstream impacts (production, supply-chain, invoicing, customer delivery) 

• Ability to anticipate risks and proactively prevent issues before they impact customers 

• Strong analytical skills to interpret data and drive operational improvements 

• Excellent communication skills with the ability to handle sensitive customer situations and escalations

• Ability to lead cross-functional coordination and influence stakeholders 

• Strong attention to detail and ownership of data accuracy and process quality 

• Ability to coach, mentor, and support team development 

• High level of organization and time management in a fast-paced environment

Additional Requirements

• Ability to work in a fast-paced, high-volume environment with multiple concurrent priorities and deadlines 
• Daily use of ERP systems and Microsoft Office tools is required 
• Strong adherence to standard operating procedures (SOPs), data accuracy standards, and documentation requirements 
• Frequent interaction and coordination with cross-functional teams including Sales, Engineering, Production and Finance 
• Role is a hybrid office-based with no regular travel requirements 
• Ability to manage administrative tasks requiring attention to detail, including data entry, order processing, and document management

Compensation range: $50,000 – $55,000 USD

LI-RVR

Upon request, we will provide reasonable accommodation for disabilities to support participation of candidates in all aspects of the recruitment process. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.

All applications are reviewed directly by the Socomec North America Talent Acquisition team and other human reviewers. No automated or AI‑based systems are used to make decisions in the application review process.

We thank all those who apply. However, only those candidates selected for an interview will be contacted.