Cust Relations Specialist - Quick Parts Division

Role Summary

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.