The Customer Service & Planning Specialist plays a critical role in supporting customer satisfaction, operational execution, and supply chain coordination within a fast-paced manufacturing environment. This position serves as a key liaison between customers, internal business teams, and global manufacturing operations to ensure accurate order management, inventory visibility, demand planning support, and timely issue resolution.
This individual will manage customer needs from order placement through fulfillment while balancing inventory requirements, supply constraints, and operational priorities. The role requires strong attention to detail, excellent communication skills, and the ability to adapt quickly in a dynamic environment where priorities may shift rapidly.
The ideal candidate brings experience in customer service, purchasing, inventory management, planning, supply chain coordination, or operational support and thrives in an environment requiring urgency, professionalism, and cross-functional collaboration.
This position is onsite and intended for candidates local to the Etters, PA area.
Key Responsibilities
Customer Service & Account Management
- Serve as a primary point of contact for customer inquiries related to orders, availability, shipment status, lead times, and escalations.
- Build strong customer relationships through responsive communication and professional problem-solving.
- Handle customer concerns with urgency while maintaining a high level of professionalism.
- Monitor high-priority customer issues and coordinate resolution across internal teams.
- Support customer account activities including order tracking, shipment visibility, and issue management.
- Maintain communication with customers and internal stakeholders to provide updates and ensure service expectations are met.
Planning, Purchasing & Supply Chain Coordination
- Support purchasing activities, order planning, inventory tracking, and supply coordination.
- Monitor inventory levels and collaborate with planning and manufacturing teams to align supply with demand.
- Review purchase orders, customer requirements, and inventory availability to support fulfillment execution.
- Coordinate with manufacturing sites and global teams to ensure operational continuity.
- Track shipments, inventory movement, and material flow to support customer commitments.
- Assist with forecasting activities and planning adjustments based on changing customer demand.
Order Management & Operational Execution
- Process and maintain customer orders accurately using ERP and business systems.
- Review shipping requirements and delivery schedules to support on-time performance.
- Monitor order activity and proactively identify delays, shortages, or fulfillment concerns.
- Partner cross-functionally with Customer Service, Supply Chain, Manufacturing, Sales, Product Management, and Operations teams.
- Support operational execution activities requiring quick decision-making and strong organizational skills.
Data Management & Reporting
- Maintain accurate customer, inventory, and order data within business systems.
- Utilize Microsoft Excel and reporting tools to analyze trends and support operational decisions.
- Monitor key service metrics and operational performance indicators.
- Ensure attention to detail across system transactions, inventory records, and planning activities.
Global Collaboration
- Communicate regularly with global teams including India, China, and Mexicali manufacturing operations.
- Coordinate activities across multiple business functions and time zones.
- Build effective working relationships with internal and external partners to support customer success.
Qualifications
Preferred Experience
- 5+ years of experience in Customer Service, Supply Chain, Planning, Purchasing, Operations, Inventory Management, Manufacturing Support, or related business functions.
- Manufacturing experience preferred but not required.
- Experience managing customer orders, inventory tracking, purchasing activities, or supply chain coordination strongly preferred.
- Experience working in fast-paced operational environments where priorities shift quickly.
- ERP experience preferred (QAD experience is a plus).
Skills & Competencies
- Exceptional customer service and communication skills.
- Strong attention to detail and follow-through.
- Ability to prioritize multiple responsibilities in a fast-paced environment.
- Strong organizational and problem-solving abilities.
- Understanding of purchasing processes, inventory management, order flow, and operational coordination.
- Proficiency with Microsoft Office Suite (Excel, Outlook, Word required).
- Comfortable navigating business systems, databases, and ERP platforms.
- Ability to work independently while collaborating effectively across teams.
- Professional, adaptable, and able to perform well under pressure.
Candidate Profile / Top Traits We Are Targeting
- Strong communication and customer service mindset
- Experience with purchasing, inventory, supply chain, planning, or operational coordination
- High attention to detail and ability to manage multiple priorities
- Comfortable working across systems, tracking information, and problem-solving
- Able to remain calm and professional in fast-paced or high-pressure situations
- Team-oriented personality with strong adaptability and collaboration skills