Customer Service Specialist - Fulfillment

Houston TX
30+ days ago

Job Description

Create amazing experiences for our customers while you masterfully handle all of their order details at every step.

Do you have a gift for tenaciously asking all the questions, getting all the required information, and making absolutely sure you’ve got everything right? Do you feel great knowing that when your work is done, everyone already knows you did it 100% Right the First Time (#RFT) because that’s the way you ALWAYS do it?

Then you're a perfect fit and we can’t wait to meet you!

As our Customer Service Specialist - Order Management, you will be the bridge between our Customer Success Team handling the “quote to order” process, and our Fulfillment Team handling the “order to cash” process.

Extreme attention to detail is critical for your success, and ours.

You’ll be on point to handle incoming orders, performing vital Quality Control functions, working directly with customers to ensure that we have all the required information and documentation to get it Right The First Time (#RFT). You’ll collect drawing approvals, Purchase Order numbers or payments, quotation numbers, shipping destinations, and contacts.

You'll work closely with our Logistics Service Provider to get pricing for shipments via their Transportation Management System (TMS). You'll look into alternative carriers and evaluate which one best meets a customer’s need, then provide pricing for freight as input to the quotation process.

After the orders are placed, you’ll be the go-to person to handle inbound customer calls and emails about the status of their orders and tracking information. You’ll communicate with customers using their preferred channels for communications, including voice, email, text, and chat as you ensure shipments get delivered to the right place at the right time.

On a daily basis, you’ll monitor, measure, analyze and improve the way we use our capacity to fulfill orders, reduce the Total Time to Fulfillment (#TTF) and Get it Right the First Time (#RFT). You’ll develop daily reports, and present them in daily SCRUM meetings. You will play a key role in discovering ways to improve the customer experience and ensure customer success. You’ll work to convert more prospects to customers and to convert more customers to brand advocates.

Data will be your friend! You’ll have a chance to create a big impact and opportunities for advancement as you develop the skills needed to find and share insights that improve process health. Look to increase your value as you generate quantitative, qualitative, and strategic insights in everything you do. To succeed in this big-time, you’ll want to learn about data visualizations; the use of graphical images to communicate insights gained from data.

Most importantly, you’ll floor customers with your friendly, helpful, and responsive service and build connections that keep them coming back for more!

Reports to: Customer Success Manager

About Curbco

At Curbco, our vision is to be the preferred provider of HVAC retrofit solutions, while honoring God by being thoughtful stewards of His gifts, making an eternal difference in the lives of those we serve. Curbco is reinventing its sales and service models to take advantage of a huge trend. HVAC distributors and contractors need to quickly solve their customer’s problems. They require instant information, so Curbco is building systems to get them the right information at the right time.

We’re inviting you to join us in taking our regionally recognized brand in the specialty HVAC curb and curb adapter industry to the nation. This is not just an opportunity to get a job, this is an opportunity to contribute at levels rarely afforded in most companies and to build a career with exciting opportunities.


Our facility is conveniently located in Northwest Houston, near the intersection of Hwy 8 and Houston Tollway and Hwy 249 Tomball Parkway, between Hwy 290 and the I-45 Freeway.

Responsibilities & Tasks

  • Order Management

    • Process payments from customers using PayPal

    • Process orders using our CRM System

    • Triage incoming emails

    • Collect Purchase Orders, approved drawings, and quote numbers to process the orders

    • Follow up on pending orders to collect missing information

    • Provide order status updates to customers

    • Provide information about Sales Orders to the accounting department

  • Shipping

    • Provide pricing on shipments for our sales department

    • Schedule shipments using our TMS (Transportation Management System)

    • Complete orders with tracking information using our CRM system

    • Provide tracking information on the orders

  • Purchasing

    • Help manage inventory and place orders with our vendors

    • Research alternative items for purchase, and get pricing from vendors

  • Participate in training sessions and collaborate to improve process documentation and training materials

Qualifications & Skills

  • 2+ years of relevant experience in at least one of the following:

    • Customer Service

    • Order Management

    • Transportation Management

    • Manufacturing, Distribution, Software & Services Industries

  • Excellent English verbal and written communication skills

    • Spanish speaking a plus

  • Gifted ability to create amazing customer experiences

  • Highly professional phone and email etiquette

  • Uncompromising commitment to quality outcomes

  • Tenacious attention to detail and accuracy

  • Excellent verbal and written communication skills

  • Self-starter, eager to contribute, and striving to grow

  • Learns and works within standard operating procedures

    • Firmly enforce approval procedures for customer designs

  • Applies critical thinking and innovative problem solving

  • A collaborative approach to improving systems and outcomes

  • Strong aptitude and interest in math, spreadsheets, and data analysis

  • Computing proficiency: CRM Software; Microsoft Office; Google Docs

  • Spatial reasoning skills, i.e. the ability to visualize groups of objects in 3D based on dimensional data, using product design drawings, in order to arrange products on pallets for optimal shipment configurations


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