We are looking for a Customer Success Specialist to join a manufacturing organization in North Aurora, Illinois on a contract-to-permanent basis. This role is ideal for someone who combines strong customer service instincts with a detail-oriented approach to order accuracy, cross-functional coordination, and issue resolution. You will serve as a key link between customers and internal teams, helping ensure orders move efficiently from intake through completion while supporting a high standard of service and compliance.
Responsibilities:
- Evaluate incoming customer orders to confirm accuracy, completeness, and alignment with required product specifications before processing.
- Partner with engineering teams to clarify configurations, confirm build viability, and resolve technical questions tied to customer requests.
- Manage special-order activity by directing requests through the appropriate review channels and following up to keep timelines on track.
- Administer change documentation, maintain accurate records, and coordinate approvals across relevant departments.
- Assist with customer portal activity and internal order workflows by investigating transmission errors, connectivity concerns, and related system issues.
- Provide timely updates to stakeholders regarding order status, processing developments, and resolution of service-related problems.
- Track daily performance indicators, prepare operational reporting, and contribute ideas that improve workflow efficiency and service quality.
- Support onboarding and team development by sharing best practices in order entry and maintaining current process documentation.
- Conduct restricted party screening to help uphold trade compliance requirements and internal policy standards.
- 5+ years of experience in customer success, customer service, order management, or a related support function.
- Background in a manufacturing environment with familiarity in handling product orders and coordinating across internal teams.
- Strong ability to manage email correspondence, customer inquiries, and service follow-up with professionalism and accuracy.
- Experience working across multiple browser-based systems and portals while maintaining attention to detail in a fast-paced setting.
- Proven skill in troubleshooting order transmission issues, connectivity problems, and general process-related service concerns.
- Excellent communication skills with the ability to collaborate effectively with customers, engineering, and operations teams.
- Comfortable training peers on established procedures and keeping standard work or process documentation up to date.