Facility Customer Care Agent

Customer Service Representative

Trillium has an immediate opening for a Customer Service Specialist in Wilmington!

This Temp-to-Hire opportunity seeks a highly organized and customer-focused Customer Service Specialist to support our International Sales and Marketing team. In this role, you will manage assigned dealer accounts, serve as the primary point of contact, and ensure exceptional service through effective order management, clear communication, and seamless coordination across internal departments. This position is ideal for a proactive individual with strong problem-solving skills and a passion for providing excellent customer experience. The Customer Service Specialist reports directly to the Global Customer Relations Manager.

Key Responsibilities:

• Serve as the primary communication source for assigned international dealer accounts via phone, email, and fax
• Process and maintain customer orders, contracts, and documentation
• Prepare price quotations, confirm terms of sale, and coordinate delivery schedules
• Manage domestic and international shipments, including consolidation with EMSAR parts
• Maintain accurate customer profiles and document all unique work instructions
• Work closely with Production Control to expedite product orders when necessary
• Follow up with customers to ensure satisfaction and resolve issues promptly
• Set up new accounts and manage updates to customer master data
• Process returns, credits, warranty claims, and PCS documentation
• Collaborate with Sales, Quality, and Product Management to communicate customer needs and feedback
• Accurately document all interactions and activities in internal systems
• Assist in other areas of the department and perform additional duties as assigned

Schedule is 1st shift / Monday Friday / 8:30 AM to 5:00 PM. Pay rate is $18.00 per hour with a $2.00 per hour increase after training is completed.

Qualifications:

• High School diploma or GED required
• Prior experience in customer service, sales support, or order management preferred
• Fluent in English, both written and verbal
• Strong organizational and time management skills
• Ability to work independently and take initiative
• Proficiency in Microsoft Word and Excel
• Experience with AS/400 and CRM systems is a plus
• Fast and accurate typing with keen attention to detail

Additional Requirements:

• Ability to perform basic math functions using whole numbers, fractions, and decimals
• Regularly required to talk, hear, sit, walk, and occasionally lift up to 25 lbs

Training Provided:

• MAPICS Powerlink
• ZOHO CRM
• CRM policies and customer service procedures
• Company portal and product knowledge
• Phone and communication protocols

Trillium Staffing has been recruiting and hiring CNC talent for over 30 years. Trillium is an Equal Opportunity Employer.