Technical Customer Service & Order Management Specialist The Technical Customer Service & Order Management Specialist serves as a key connection between customers, sales, engineering, and operations. This role is responsible for managing customer inquiries, processing orders, and ensuring accurate and timely delivery of parts and equipment. This position combines technical understanding, customer communication, system execution to deliver exceptional customer experience.
Key Responsibilities:
Customer Support Respond to customer inquiries regarding parts, service, and equipment Provide basic technical assistance and identify customer needs Communicate order status, lead times, and updates proactively Order Entry & System Management Enter and manage customer orders in ERP system Maintain accurate customer interactions and updates in CRMProcess quotes, order acknowledgements, and changes Ensure pricing, configurations, and part numbers are accurate Logistics & Fulfillment Coordinate shipments and deliveries with internal teams Schedule and track shipments to ensure on-time delivery Resolve shipping issues and discrepancies Communicate proactively with customers on delivery status Cross-Functional Coordination Collaborate with Sales, Engineering, Manufacturing, and Shipping Ensure alignment on customer requirements and timelines Support smooth handoffs from order entry through delivery Continuous Improvement Identify opportunities to improve processes and customer experience Support aftermarket growth through responsiveness and accuracy Maintain high standards for order accuracy and turnaround time Qualifications 2-5 years of customer service or order management experience Experience with ERP and/or CRM systems preferred Experience with Salesforce, Syte Line ERP, or Pace jet is strongly preferred Strong communication and organizational skills Technical aptitude (manufacturing or equipment experience a plus)Detail-oriented with ability to manage multiple priorities
What Success Looks Like:
High order accuracy and minimal errors Fast, professional customer response times Strong coordination across departments Consistent on-time delivery performance Why Join Grote Be part of a team supporting industry-leading food production equipment for 50+ years Work in a collaborative, fast-paced environment Opportunity for growth in the aftermarket or service leadership roles
