Customer Service Specialist

Position: Customer Service Specialist

Location: Englewood, CO
Department: Customer Service
Classification: Non-Exempt
Shift: Full-Time
Compensation: $21 $25/hr

Now Hiring: Customer Service Specialist

FLAG's mission is to show our contractors & clients the best this industry can offer by upholding our principles of leadership, service, and exceptionalism.

A confidential industrial company is seeking a detail-oriented and professional Customer Service Specialist to support its customers and internal operations. This position is ideal for someone with experience in industrial distribution, manufacturing, machining, or tooling who understands the importance of accurate order processing and responsive customer support.

1. Job Summary

The Customer Service Specialist serves as a primary point of contact for customers, handling inquiries, orders, quotes, returns, product questions, and follow-up activities. This position works closely with Sales, Warehouse, and Accounting to ensure orders are processed accurately and customer requirements are met on time.

The ideal candidate has strong customer service and order-entry experience, proficiency with ERP/CRM systems, and familiarity with CNC cutting, drilling, machining, cutting tools, or industrial tooling products. Experience with Epicor Prophet 21 (P21) is highly preferred.

2. Essential Duties & Responsibilities

Customer Service & Support

• Serve as a primary point of contact for customer inquiries by phone, email, and internal systems.

• Respond to customer questions regarding products, orders, availability, pricing, and services.

• Troubleshoot and resolve customer issues with professionalism and urgency.

• Maintain strong customer relationships through timely and accurate communication.

• Provide follow-up and status updates regarding customer requests and orders.

Order Processing & ERP

• Process customer orders, quotes, and returns accurately and efficiently.

• Enter and maintain customer and order information within the ERP system.

• Utilize Epicor Prophet 21 (P21) to support order processing and customer service activities.

• Verify order details, product information, quantities, and customer requirements.

• Maintain accurate customer records and transaction history within ERP and CRM systems.

• Manage multiple orders, customer requests, and follow-up activities simultaneously while maintaining accuracy.

Industrial Product Support

• Provide customers with product information related to industrial tooling and machining applications.

• Support customer inquiries involving cutting tools, CNC cutting, drilling, machining, and related industrial products.

• Review product specifications and assist customers in identifying appropriate products or solutions within the scope of the role.

• Develop and maintain working knowledge of company products, specifications, and applications.

Sales & Cross-Functional Coordination

• Support the sales team with customer orders, quotes, and follow-up activities.

• Coordinate with Sales, Warehouse, Accounting, and other internal departments to ensure accurate and timely order fulfillment.

• Communicate order requirements, changes, and customer concerns to appropriate internal teams.

• Assist with resolving order, shipment, return, and billing-related issues.

• Uphold company standards for service quality, accuracy, and responsiveness.

3. Qualifications

Required

• High school diploma or equivalent.

• Previous customer service, order processing, inside sales support, or related experience.

• Experience working with ERP, order-management, and/or CRM systems.

• Proficiency with Microsoft Office.

• Ability to accurately process customer orders, quotes, and returns.

• Technical aptitude and ability to learn industrial product specifications.

• Ability to manage multiple customer requests and order-processing activities simultaneously.

Preferred

• Associate or bachelor's degree.

• Experience in an industrial distribution, manufacturing, machining, or tooling environment.

• Experience with Epicor Prophet 21 (P21).

• Knowledge of CNC cutting and drilling processes.

• Familiarity with cutting tools, machining, and industrial tooling products.

• Experience supporting industrial or commercial customers.

• Previous experience coordinating with sales, warehouse, shipping, and accounting teams.

4. Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.

• Frequent computer, phone, and keyboard use.

• Occasional standing and walking within the office or facility.

• Ability to lift up to 15 pounds at a time.

Benefits

• Medical, Dental, and Vision Insurance

• 401(k) Plan

• Paid Time Off

• Paid Holidays

• Company-Paid Life Insurance

• Company-Paid Short-Term Disability

• Company-Paid Long-Term Disability

• Employee Assistance Program

• Financial Wellness

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