Customer Service & Order Management Specialist

About the Role Jacob Tubing is looking for a Customer Service & Order Management Specialist to be the primary point of contact for customers from first inquiry through delivery. You'll answer inbound calls, prepare quotes, process orders, manage purchase orders and receiving, and keep customers informed every step of the way — all with the goal of driving revenue and building lasting account relationships. You'll also help promote a strong customer-first culture. What You'll Do Customer Service Respond to customer inquiries about accounts, products, and services. Handle and resolve customer complaints, special orders, information requests, or returns . Coordinate customers' service needs with other departments. May solicit sales of new or additional products. Complete customer specific documentation as required Assist customers with export documentation as needed. Quotes Take customer quotes on standard components; answer product questions. Assist customers with product, material, dimension, and quantity selection. Create quotes in the ERP system (MAS), entering customer requirements and parts information. Build parts lists from information submitted by customers, Engineering, or the sales team. Order Processing Receive and process orders; record customer data. Convert existing quotes to orders. Process new orders that have no corresponding quote. Verify part availability; place items on back order and create purchase orders or manufacturing requests as needed. Compute pricing, discounts, and sales rep commissions; obtain shipping charges from the shipping department. Assign ship dates; determine partial shipments. Send order confirmations to customers, copying the sales rep. Confer with production, sales, shipping, or warehouse staff to expedite or trace missing/delayed shipments. Route orders to departments for fulfillment and follow up to ensure on-time delivery. Request credit references for new customers. Returns Issue RA numbers, calculate restocking charges, and identify the related invoice. Other Assist with inventory maintenance (e.g., unit conversions) and other data entry projects. Use downtime to learn additional Inside Sales / Order Management responsibilities and Jacob Tubing operations. Complete and organize files; perform other duties as assigned. Run reports to identify missing parts or missed shipments, communicating results with other departments. What We're Looking For Education & Experience High School Diploma, GED, or High School Equivalency Certificate. 2 years of college preferred, or equivalent work experience; 2 years of experience in inside sales, customer service, or a related field (4 years required if no college). Experience with Microsoft Excel, Word, and Outlook. Experience with order processing and operating systems; MAS 200 experience preferred. Skills & Abilities Communicates clearly and professionally with customers and coworkers. Thrives in a fast-paced work environment. Strong attention to detail and ability to multi-task. Works independently as well as part of a team. Physical Demands & Work Environment This role involves sitting for extended periods at a desk and in meetings (~70%), walking (~5%), standing (~5%), occasional lifting of files or boxes (~5%), and working under moderate mental pressure (~15%). It's a fast-paced office environment with some exposure to warehouse and manufacturing areas. Compensation: $34,377 – $51,566, based on experience. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. Pay: $34,377.00 - $51,566.00 per year Benefits: 401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Volunteer time off People with a criminal record are encouraged to apply Work Location: In person

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