Job Details

Key Responsibilities* Serve as the primary day-to-day contact for assigned customers, ensuring timely and accurate order fulfillment.* Monitor and manage the shared Customer Service email inbox to ensure prompt and professional responses to inquiries.* Enter new orders with strong attention to detail, verify pricing and collaborate with Sales to resolve discrepancies. Review co-workers' entries when needed to ensure 100% accuracy.* Proactively communicate order status updates, delays, or changes to customers to ensure transparency and trust.* Identify opportunities to improve truckload efficiency by recommending alternative or additional products based on customer needs and assist in configuring truckloads to maximize space utilization and delivery efficiency.* Assist Sales in preparing quotes and helps to manage opportunities in CRM. Support price validation for select orders.* Maintain and update customer data, order history, and communication records in Business Central, CRM or Customer portal.* Process Returned Material Authorizations (RMAs) and credit requests related to returns, damaged goods, or mis-shipped products, ensuring timely resolution and accurate documentation.* Build strong relationships with customers by understanding their needs and proactively addressing issues or opportunities.* Monitor order status and communicate updates or delays to customers and internal teams.* Work with Sales and Customers to keep requested shipping dates updated in Business Central. Ensure back-ordered sales orders are monitored and not past due.* Manage incoming customer certification requests and ensure timely, accurate delivery.* Generate and maintain specialized reports for contract manufacturing customers (e.g., UGSI monthly reporting) to support account management and ensure accurate, timely data sharing.* Identify and document recurring customer needs or service patterns to improve efficiency and satisfaction.* Support the Sales team by preparing customer insights, order trends, and fulfillment metrics.* Work closely with Sales, Operations, Traffic and Yard teams to ensure alignment of customer expectations and delivery timelines.* Serve as a backup for select Traffic department responsibilities, such as managing the Wylie scheduling portal and coordinating shipment logistics, as needed.* Serve as backup for NPP's main phone lines when the Receptionist is unavailable, ensuring prompt and professional handling of incoming calls.* Participate in team meetings and contribute to continuous improvement initiatives.* Maintain awareness of safety protocols and ensure customer-related activities align with NPP's safety standards.* Performs other duties as assigned.QualificationsEducation:HS Diploma required. Associates or bachelor's degree in business, Marketing, or other relevant filed preferred.Experience:Minimum 4-6 years of experience in customer service, order fulfillment, or sales support.Skills & Abilities:* Strong communication and relationship-building skills* Proficiency with ERP, CRM systems and Microsoft Office tools* High attention to detail and organizational skills* Ability to manage multiple priorities in a fast-paced environment* Collaborative mindset with a proactive approach to problem-solving* Familiarity with logistics, scheduling, or yard operations