Customer Service Specialist

About the Role The Merrow Group of Companies is looking for a Customer Service Specialist who is organized, responsive, and comfortable taking ownership of customer requests from start to finish. This role is ideal for someone who enjoys solving problems, communicating clearly, and making sure customers receive timely and accurate support. The right person for this role will be calm under pressure, detail-oriented, and proactive. You will work closely with customers, sales, operations, and internal teams to answer questions, resolve order-related issues, follow up on open items, and ensure that details do not fall through the cracks. This is not a passive support role. We are looking for someone who takes initiative, follows through, and understands the importance of keeping customers informed. Key Responsibilities Respond to customer inquiries by phone, email, and other communication channels in a professional and timely manner. Assist customers with order questions, product availability, delivery updates, account information, and general support needs. Take ownership of customer issues from initial contact through resolution. Coordinate with internal departments, including sales, operations, purchasing, and warehouse teams, to resolve customer requests. Accurately enter, update, and maintain customer information, orders, notes, and activity in company systems. Follow up on open customer issues to ensure timely resolution. Communicate clearly with customers regarding status updates, next steps, delays, or additional information needed. Identify customer needs and help connect them with the appropriate internal resource when necessary. Handle customer concerns professionally and escalate issues when appropriate. Support sales and internal teams by providing timely and accurate customer service support. Maintain a high level of accuracy, organization, and follow-through in a fast-paced environment. What Success Looks Like You will be successful in this role if you: Follow up without needing to be reminded. Stay organized while managing multiple customer requests at once. Communicate clearly and professionally, even when customers are frustrated. Take ownership of issues rather than simply passing them along. Keep accurate records and document activity consistently. Know when to escalate, but do not default to handing off every problem. Build trust with customers by being responsive, reliable, and thorough. Work well with internal teams to help move issues to resolution. Qualifications Previous customer service, customer support, inside sales support, administrative support, or account support experience preferred. Strong verbal and written communication skills. Ability to manage multiple priorities and open issues at the same time. Strong attention to detail and accuracy. Comfortable using computers, email, order systems, CRM platforms, or other business software. Professional, patient, and calm under pressure. Strong follow-up habits and a sense of ownership. Ability to work independently while also collaborating with a team. Experience in distribution, manufacturing, wholesale, industrial supply, construction supply, or a similar business-to-business environment is a plus. Benefits Compensation will be based on experience and performance structure, with performance-based earning potential. Health insurance Dental insurance Vision insurance Paid time off Paid holidays Why Join Us Established leader in industrial sewing, textile, and specialty equipment markets Clear operating structure with defined processes and expectations High-accountability environment focused on performance and execution Opportunity to build operational expertise across multiple brands Direct impact on customer experience and internal efficiency

Pay:

$18.00 - $20.00 per hour Application Question(s): Are you comfortable communicating with customers by both phone and email throughout the day? This role requires taking ownership of customer questions and following through until they are resolved. Are you comfortable managing customer issues from start to finish? re you comfortable managing multiple customer requests, open issues, and follow-ups at the same time? Are you comfortable speaking with customers who may be frustrated and helping them in a calm, professional manner?

Work Location:

In person