Job Title: Customer Service and Order Management Specialist

Job Description

This role is responsible for delivering a high level of customer service by managing customer inquiries, orders, and issue resolution from start to finish. The specialist serves as the primary point of contact for customers and OEM partners, ensuring timely communication, accurate order processing, and consistent follow-through. The position requires strong ownership, the ability to prioritize tasks independently, and a commitment to seeing customer needs through to completion in a fast-paced, team-oriented environment.

Responsibilities

Serve as the primary point of contact for customers and OEM partners via phone, email, online chat, online portals, and in-person interactions.Respond promptly and professionally to customer inquiries, providing accurate information and support across multiple communication channels.Assist customers with product support, warranty information, parts orders, pricing requests, and product inquiries.Support customers with website and portal navigation, including order placement and account-related questions.Manage parts orders from initial request through completion, including order entry, verification, and updates.Provide pricing, delivery, and order information for reimbursement or replacement parts and ensure customers receive clear and timely updates.Track order status, monitor shipments and production, and proactively follow up with customers on progress and any changes.Handle customer accounts end-to-end, maintaining ownership of issues and ensuring resolutions are completed to the customer’s satisfaction.Resolve product or service grievances by identifying the root cause, determining the best solution, clearly explaining the course of action to the customer, and executing the resolution.Ensure that appropriate actions are taken to resolve customer grievances in a timely and consistent manner.Escalate complex customer complaints or questions to specialists or leadership when appropriate, while maintaining ownership of the overall resolution.Assist customers with warranties, claims processing, certificates of origin, and related documentation.Maintain accurate and up-to-date records in the CRM system (HubSpot), including detailed documentation of calls, emails, and actions taken.Monitor and respond to emails and voicemails daily, ensuring no customer communication goes unanswered.Coordinate with internal teams to ensure timely and accurate order fulfillment and issue resolution.Ensure all actions and decisions comply with applicable rules, regulations, policies, and procedures.Participate in cross-training activities and complete other duties as assigned to support team coverage and flexibility.

Essential Skills

Demonstrated customer service experience in a fast-paced environment.Proficiency in handling inbound customer calls and providing phone-based support with professional phone etiquette.Strong data entry skills with the ability to enter and update computer-based records accurately.Ability to document calls and interactions thoroughly and clearly within CRM or related systems.Experience with order processing and order management, including tracking and updating order status.Conflict resolution skills and the ability to manage customer grievances calmly and effectively.Competence in providing product support, warranty assistance, and parts order coordination.Ability to identify root causes of customer issues and implement appropriate solutions.Proficiency with Microsoft Office applications.Experience working in a customer service call center or similar high-volume support environment.Ability to manage multiple tasks, prioritize independently, and follow through on commitments.Strong written and verbal communication skills across phone, email, chat, and online portals.Attention to detail and commitment to accurate documentation and compliance with policies and procedures.Experience using CRM systems, specifically HubSpot, to maintain customer records and track interactions.

Additional Skills & Qualifications

Experience supporting customers with website and portal navigation and online order placement.Familiarity with warranty claims processing, certificates of origin, and related documentation.Coordinating with internal teams to ensure timely order fulfillment and issue resolution.Experience managing customer accounts from initial request through completion, maintaining ownership of the full lifecycle.Comfort working with OEM partners and external stakeholders.Exposure to service-oriented environments where accuracy, responsiveness, and follow-through are critical.Ability to adapt to cross-training opportunities and take on additional responsibilities as needed.

Work Environment

The position is based in an office setting within a fast-paced, team-oriented environment. The role involves frequent use of computers, CRM systems such as HubSpot, and Microsoft Office applications to manage customer records, orders, and communications. Daily work includes handling phone calls, emails, chats, and online portal interactions, requiring consistent attention to detail and responsiveness. The environment emphasizes collaboration, clear communication, and adherence to established policies and procedures while supporting customers and internal teams.

Job Type & Location

This is a Contract to Hire position based out of Maryville, TN.

Pay and Benefits

The pay range for this position is $20.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job\n classification and length of employment. Benefits are subject to change and may be\n subject to specific elections, plan, or program terms. If eligible, the benefits\n available for this temporary role may include the following:\n\n
• Medical, dental & vision\n
• Critical Illness, Accident, and Hospital\n
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available\n
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)\n
• Short and long-term disability\n
• Health Spending Account (HSA)\n
• Transportation benefits\n
• Employee Assistance Program\n
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Maryville,TN.

Application Deadline

This position is anticipated to close on May 13, 2026.

\n

\n\nAbout Aston Carter:\n

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

\n\n

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

\n

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

\n\n