Customer Service Specialist

Customer Service Specialist at PranaSleep Customer Service Specialist at PranaSleep in Naples, Florida Posted in 1 day ago.

Type:

full-time

Job Description:

PranaSleep (established in 2004) is a family-owned luxury mattress manufacturer affiliated with the reputable sleep specialty retailer, City Mattress. We have been in the mattress industry since 1964, and we proudly serve our communities and our customers with quality products and the highest standards of service. PranaSleep is seeking dedicated individuals to join our production team. Why PranaSleep? At PranaSleep, our core values

• High Performance, Customer-Centricity, Trust, and Teamwork
• define who we are and how we operate. We hold ourselves to the highest standards, striving for excellence in everything we do while keeping our customers at the heart of every decision. Wait, there's more... Low turnover rate of 8% (compared to sector average of 20%
• ) Average tenure of over 7 years, more than double the industry average Growth is the norm
• Our CEO started in the warehouse in his teen years and worked his way up!

We have an atmosphere of open and effective communication We are brilliant at the basics and have a lets-get-it-done-together culture!

Job Summary:

We are seeking a detail-oriented and customer-focused Customer Service Specialist to join our team at our Bonita Springs office. The Customer Service Specialist serves as a key point of contact for customers, managing a broad range of responsibilities including customer inquiries, order entry, accounts receivable, and inventory support. This role requires a detail-oriented, organized professional with strong communication skills and the ability to thrive in a fast-paced manufacturing environment.

Responsibilities:

Customer Service Respond to customer inquiries via phone, email, and chat in a professional and timely manner. Resolve billing issues, disputes, and general account questions. Maintain a high level of customer satisfaction through effective communication and problem-solving. Document all customer interactions in the CRM system to ensure accurate and complete records. Escalate complex or unresolved issues to the appropriate team and follow through to ensure resolution. Order Entry Accurately enter customer orders into the system in a timely manner. Verify order details, pricing, and availability before processing. Review orders for completeness and flag any discrepancies prior to submission. Coordinate with warehouse or fulfillment teams to ensure timely delivery. Communicate order status, delays, or changes to customers as needed. Maintain accurate records of all transactions and customer interactions. Accounts Receivable Generate and send invoices to customers accurately and on schedule. Monitor accounts for non-payment and delayed payments. Follow up with customers regarding outstanding balances via phone and email. Apply payments to customer accounts and reconcile discrepancies. Assist with month-end closing and reporting related to accounts receivable. Maintain aging reports and escalate high-risk accounts to management as appropriate. Inventory Support Assist with inventory management tasks including data entry, stock level checks, and coordination with warehouse staff. Help ensure inventory records are accurate and up to date. Flag inventory discrepancies or shortages to the appropriate team for prompt resolution. Support cycle count processes and assist with periodic physical inventory audits as needed. Other Assist the order department with additional tasks and operational needs as required. Participate in cross-training with the Accounts Payable and Purchasing departments to support operational continuity and team flexibility. Requirements 3+ years of experience in customer service, accounts receivable, or order entry. High school diploma or equivalent required Experience in a manufacturing or industrial environment is a strong advantage. Proficiency in Microsoft Office, with advanced Excel skills preferred. Experience with accounting or ERP systems (e.g., OHM, QuickBooks, NetSuite, SAP) is a plus. Skills & Competencies Strong attention to detail and organizational skills. Excellent verbal and written communication skills. Ability to multitask and prioritize effectively in a fast-paced environment. Sound judgment and ability to escalate issues to the appropriate level. Ability to maintain confidentiality of sensitive customer and financial information. Collaborative team player with a customer-first mindset.

Preferred Skills:

Bilingual in English and Spanish is a plus. Experience in a manufacturing environment is a strong advantage. Familiarity with CRM, order management, and inventory systems. Experience with customer collections or payment negotiations.

Work Environment:

On-site at our Bonita Springs, FL location. Collaborative team environment with regular cross-departmental communication. Potential for full-time based on performance. Employment is contingent upon successful completion of a background check. PranaSleep is an EEO employer.