Summary The Customer Service Specialist serves as a key point of contact for customers, managing inquiries, returns, documentation, and order updates to ensure seamless customer experience. This role supports operational efficiency by coordinating with internal teams, maintaining accurate records, and ensuring compliance with quality and regulatory standards. Customer-focused and detail-oriented, Customer Service Specialists excel in fast-paced environments and are accountable for meeting service KPIs such as response time and issue resolution. Success in this role requires professionalism, adaptability, and a continuous improvement mindset. Essential Duties and Responsibilities Investigate non-conformance issues with support from departments such as QA and ME; manage RMAs, including issuance, return logistics, and processing of returned parts (RMRs), with disposition and rework/replacement orders as needed. Handle order cancellations with appropriate managerial approval and manage pull-in requests independently when within lead-time. Complete documentation corrections (e.g., Test Data Reports, CoCs) and respond to customer Open Order Reports by confirming shipping and dock dates. Maintain traceability and compliance of CRB documentation in accordance with QMS (Quality Management System) standards. Stay current on existing and new products, applications, and industry trends to support effective customer communication and quoting. Build and maintain customer relationships Collaborate closely with cross-functional teams including external sales, logistics, finance, and product management. Acts with friendliness, courtesy, and respect in all customer interactions. Must have the ability to work well alone and in teams of co-workers. Must possess the ability to follow instructions, accept constructive criticism, and convert this information into a productive and positive outcome. As a member of the Sales Operations department, team members will receive training in both sales operations and customer service, as directed by management, to effectively support evolving team needs. Although this is primarily a work-from-home position, team members may be required to report to the office at the manager's discretion to support team needs. Uphold Positronic's standards of integrity, quality, and operational excellence. Identify hazards in the workplace and report them to management and/or the safety coordinator. Collaborate with the EHS department to meet local, state, and federal regulatory requirements, including OSHA, NFPA, DNR, EPA, and Amphenol sustainability practices. Work with the Quality department to ensure compliance with AS9100 certification standards. Comply with all company policies and procedures. Perform other duties as assigned. Requirements Education and Experience High School diploma or GED required. 6 months to a year Customer Service experience. Physical Must be able to sit, stand, walk, bend, stooping, twist, reach, reach overhead. Must be able to lift and carry 0-20lbs, occasionally. Working Conditions Primarily remote work with occasional in-office attendance. Involves frequent use of computers, phones, and other office equipment. Competencies Knowledge Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods. Skills Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Being careful about detail and thorough in completing work tasks. Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Observing, receiving, and otherwise obtaining information from all relevant sources. Understanding written sentences and paragraphs in work related documents. Talking to others to convey information effectively. Managing one's own time and the time of others. Abilities The ability to see details at close range (within a few feet of the observer). The ability to listen to and understand information and ideas presented through spoken words and sentences. The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.