Senior Customer Service Specialist or CX Specialist

Senior Customer Service Specialist or Customer Experience (CX) Specialist
Location: Thomasville, GA (On-site)
Schedule: Full -Time | Mon. – Fri. 8:00 am – 5:00pm
 
Position Overview:
Centek Marine is hiring a Customer Service Representative (CSR) as the entry point into our evolving Customer Experience (CX) team. This is a front-line, customer-facing role focused on accurate order handling, clear communication, and reliable use of our systems (CRM, ERP).
This role is structured with a clear path to transition into a Customer Experience (CX) Specialist within approximately 24 months, as you demonstrate mastery of our systems, processes, and customer communication, and begin contributing to CX metrics and continuous improvement efforts.
 
This position is on-site in Thomasville, GA and reports to the CFO.
 
What You’ll Do:

1. Front-Line Customer Support & Communication

• Serve as a primary point of contact for customers, distributors, and internal stakeholders (phone, email, and web forms).
• Provide professional, concise, and technically aware communication at all times.
• Use structured processes, checklists, and decision matrices to:
  • Classify caller type (Customer, Vendor, Internal, etc.).
  • Identify need type (pricing/availability, order status, documentation, complaint, basic technical question).
  • Determine what can be resolved directly vs. what must be escalated to Sales, Engineering, or Operations.

2.Order Entry, Accuracy, and Documentation

• Enter and maintain sales orders, RFQs, and changes in the ERP with a high level of accuracy.
• Verify pricing, freight terms, PO numbers, shipping instructions, and documentation before orders are released.
• Ensure clean hand-offs to Shipping, Operations, and Finance by following SOPs, checklists, and standard work.
• Proactively identify and correct discrepancies (e.g., mismatched POs, missing BOLs, shipping method conflicts) before they reach the customer.

3.Ticketing & Case Management (CRM)

• Log inbound requests into CRM (e.g., HubSpot) as tickets, capturing:
  • Contact and company details.
  • Need type, priority, and product line(s).
  • Notes, internal comments, and assigned tasks.
• Work from queues and workflows to manage daily priorities and ensure no customer inquiry is dropped.
• Own basic follow-up: acknowledgements, promised callbacks, and status updates.

4.Partnering with Sales, Engineering & Operations

• Coordinate with Sales and Sales Engineering on quotes, changes, lead times, and complex customer requests.
• Work with Production, Shipping, and Logistics to resolve shipment questions, freight issues, and documentation needs.
• Escalate exceptions and customer-impacting issues using clear, fact-based summaries.

5.Quality, Compliance & Continuous Learning

• Adhere strictly to documented SOPs, process maps, and checklists for CSR activities.
• Maintain a personal “desk book” (quick reference files/checklists) and keep it current as processes are updated.
• Participate in training on Centek product lines, marine applications, and system updates (Epicor Kinetic, CRM, shipping tools).

Qualifications

Required

• Alignment with Centek’s Core Values:
  • People First
  • Tackles Challenges Head-on
  • Pursues Excellence

Preferred

• 1–3 years in one or more of the following (or clearly transferable experience):
  • Customer service, inside sales, or customer support.
  • Order management, logistics coordination, or similar operational role.
• Strong written and verbal communication skills:
  • Able to communicate clearly with both technical and non-technical customers.
  • Able to explain timelines, constraints, and next steps calmly and professionally.
• High attention to detail with customer, order, and shipment information.
• Comfortable working in business software and learning new tools:
  • Basic experience with CRM or ticketing systems (HubSpot/Salesforce a plus).
  • Familiarity with ERP or order management concepts (Epicor experience is a plus).
  • Proficient in Microsoft 365 (Outlook, Excel, Word, Teams).
• Demonstrated ability to:
  • Manage multiple requests at once in a structured way.
  • Follow documented processes and checklists, while using good judgment when exceptions arise.
• Experience in manufacturing, marine, industrial, or other technical products.
• Experience working closely with operations, sales engineering, or technical support teams.
• Prior exposure to CX concepts (NPS, customer journey mapping, service recovery, VoC) is a plus.