Senior Customer Service Specialist

Description

Purpose:

As a Senior Customer Service Specialist, you will play a critical role in managing the full Order-to-Cash process, including returns (RMA), while ensuring timely, proactive communication with our customers. In our dynamic, growing department, priorities can shift rapidly, requiring resilience, adaptability, and calm under pressure. You will have the opportunity to lead initiatives, streamline processes, and leverage digital tools such as Salesforce and e-commerce platforms to drive on-time deliveries, accurate invoicing, and exceptional customer experiences. This role is ideal for a self-starter who thrives in change and is committed to keeping customers informed and satisfied at every stage of the order and return process.

Duties and Responsibilities:  

• Manage the full Order-to-Cash process, ensuring orders are accurately entered, fulfilled on schedule, invoiced correctly, and followed up promptly.
• Oversee the RMA process, including receiving, evaluating, and processing returns, coordinating corrective actions, and communicating updates to customers.
• Maintain proactive communication with customers regarding delivery schedules, order status, and any returns or issues that may impact expectations.
• Serve as the primary point of contact for high-profile customer accounts and programs, ensuring exceptional service      delivery.
• Collaborate to develop, maintain, and enforce Standard Operating Procedures (SOPs) to drive continuous improvement within the Customer Service function.
• Represent Customer Service in cross-functional meetings, including weekly and bi-weekly operational reviews.
• Act as Customer Service lead during Quality Assurance audits.
• Generate and analyze monthly reports, compile customer satisfaction survey data, and lead improvement initiatives based on findings.
• Partner with operations to track, prioritize, and ensure timely fulfillment of customer orders.
• Respond to customer inquiries and resolve issues promptly through phone, email, and other communication channels.
• Collaborate closely with Business Development and Product Management teams to share customer insights, resolve escalations, and drive customer satisfaction.
• Identify process inefficiencies and partner with cross-functional teams to develop and implement effective solutions.
• Manage e-commerce and digital order processes, ensuring accurate fulfillment, timely resolution of issues, and proper handling of RMAs using Salesforce and ERP tools.
• Monitor Salesforce dashboards to track order progress, RMAs, and potential delays, taking proactive corrective action as needed.
• Partner with IT, Marketing, and Operations teams to improve online and Salesforce-based order and return management processes, enhancing efficiency and customer satisfaction.
• Perform additional departmental duties as assigned.

Requirements

Education and/or Professional License(s):

Bachelor’s degree in business preferred. Relevant work experience may be substituted.

Experience:

• Minimum of 10 years of customer service experience required.
• Prior experience in a manufacturing environment strongly preferred.
• Proven ability to manage complex order flows, resolve issues, and deliver solutions in a fast-paced, evolving environment.
• Familiarity with ISO standards and their application in customer-facing processes.
• Demonstrated ability to remain calm, composed, and effective in high-pressure situations.

Knowledge, Skills, and Abilities:

• Proficiency with SAP and Salesforce required, with demonstrated experience managing the full Order-to-Cash cycle, including RMAs.
• Strong Microsoft Office skills, with advanced expertise in Excel.
• Ability to interpret technical documents, including drawings and work instructions.
• Exceptional interpersonal and communication skills, with the ability to proactively inform customers about deliveries, returns, and order status.
• Self-motivated with the ability to work independently, as well as collaboratively within a team.
• Strong problem-solving skills with a demonstrated ability to address and resolve complex issues.
• Highly organized, with the ability to manage multiple priorities under pressure while maintaining professionalism.
• Strong attention to detail, including the ability to identify contract terms that deviate from company standards.
• Experience managing e-commerce customer service functions, including online orders, digital channel escalations, and RMAs.
• Ability to leverage CRM and ERP tools to identify bottlenecks, prevent delays, and ensure timely, accurate delivery, invoicing, and      returns.
• Skill in maintaining proactive, clear, and timely communication with customers throughout the order and RMA lifecycle.
• Ability to thrive in a dynamic, transforming environment, adapt to changing priorities, and maintain focus amidst change.

Contact with Others:

Internal: Regular communication with several departments, including Business Development, Export Compliance, Engineering, Finance, Inside Sales, Operations, Quality Assurance, Supply Chain, Shipping and Corporate.

External: Regular communications with Distributors, Agents, Dealers, and end users who use or sell Gentex products.

Position Supervises:

This position has no supervisory responsibilities.

Physical/Mental/Communication Requirements:

Employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee may lift and/or move up to 50 lbs. Specific vision abilities required by the job may include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The individual must have a high level of comprehension, and a high level of general, verbal, written, and numerical intelligence.

Work Environment:

Works majority of the day in a climate-controlled environment, with the exception of or otherwise specified, performing work in the warehouse or manufacturing areas which are subject to changes in temperature and/or noise.

Travel:

Generally, travel is not required.

Location:

Gentex’s Carbondale facility is located in Northeastern Pennsylvania in Lackawanna County. Carbondale, PA is about twenty miles north of Scranton, PA, 50 miles south of Binghamton, NY, and about 125 miles from New York City and Philadelphia. The area hosts numerous nearby state parks, nature preserves and local colleges and universities, including The University of Scranton and Marywood University. Northeast Pennsylvania is a beautiful area and offers an excellent cost of living. It is a great place to work, recreate, meet people, raise a family and live!

Gentex Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard for any applicable state or federal protected class. Gentex is an E-Verify Participant. Pre-employment drug/alcohol/background screening is required.