Customer Service Specialist I

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Job Summary

The Buyer I is responsible for managing order backlogs and supporting internal customers across the EMEA and North America (NA) regions. This role serves as a key coordination point across Supply Chain functions, ensuring requests are properly prioritized, routed, tracked, and resolved in a timely manner.

The Buyer I works closely with Field Service, Technical Support, Supply Chain, and other internal stakeholders to address order-related issues, identify supply alternatives, communicate delivery expectations, and support effective backlog management in a global, fast-paced environment.

Key Responsibilities

- Serve as a coordination point between Supply Chain functions and internal customers, ensuring requests are prioritized and routed to the appropriate teams.
- Track, follow up on, and close internal customer inquiries while providing timely updates on requests and order status.
- Operate within a global follow-the-sun support model, managing cases from other geographic regions as needed.
- Review order backlogs daily, identify and resolve order issues, and explore alternative supply sources or available engineering inventory when necessary.
- Adjust order priorities in the system based on input and business requirements from Field Service teams.
- Participate in weekly and monthly meetings with Field Service and/or Technical Support managers to provide backlog updates, discuss risks, and review corrective actions.
- Communicate expected delivery dates and order status updates for parts to Field Service Engineers and other relevant stakeholders.
- Maintain Supply Chain complaint metrics and coordinate actions to address recurring or outstanding issues.
- Manage and update complaints and related cases within the SAP CRM system.
- Prepare and facilitate meetings to address order-blocking issues and drive actions toward resolution.
- Ensure advance orders are appropriately prioritized, monitored, and communicated to relevant stakeholders.
- Enter orders on behalf of internal offices that do not use SAP or other automated ordering systems.
- Proactively respond to incoming information, take appropriate action, communicate updates to stakeholders, and identify potential countermeasures when issues arise.
- Perform additional duties and responsibilities as assigned.

Minimum Qualifications

- High School Diploma or equivalent required; Bachelor’s degree preferred .
- Minimum of 2 years of experience in Supply Chain, Demand Planning, Order Management, Logistics, Procurement, or a related field.
- Advanced English proficiency, both written and verbal.
- Experience working with ERP and/or CRM systems ; SAP experience is preferred.
- Proficiency in Microsoft Office and other Windows-based business applications.
- Strong analytical skills and attention to detail.
- Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
- Strong customer-service orientation and ability to collaborate effectively across functions and within a matrix organization.
- Effective communication and stakeholder-management skills.
- Ability to work under pressure, meet deadlines, and proactively resolve issues.