Gentex Corp. · 8 hours ago
Sr. Customer Service Specialist
Carbondale, PA
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expGentex Corporation is a global leader in personal protection and situational awareness solutions. As a Senior Customer Service Specialist, you will manage the full Order-to-Cash process, ensuring timely communication with customers and leading initiatives to improve service delivery and operational efficiency.
Aerospace
Responsibilities
Manage the full Order-to-Cash process , ensuring orders are accurately entered, fulfilled on schedule, invoiced correctly, and followed up promptly
Oversee the RMA process , including receiving, evaluating, and processing returns, coordinating corrective actions, and communicating updates to customers
Maintain proactive communication with customers regarding delivery schedules, order status, and any returns or issues that may impact expectations
Serve as the primary point of contact for high-profile customer accounts and programs, ensuring exceptional service delivery
Collaborate to develop, maintain, and enforce Standard Operating Procedures (SOPs) to drive continuous improvement within the Customer Service function
Represent Customer Service in cross-functional meetings, including weekly and bi-weekly operational reviews
Act as Customer Service lead during Quality Assurance audits
Generate and analyze monthly reports, compile customer satisfaction survey data, and lead improvement initiatives based on findings
Partner with operations to track, prioritize, and ensure timely fulfillment of customer orders
Respond to customer inquiries and resolve issues promptly through phone, email, and other communication channels
Collaborate closely with Business Development and Product Management teams to share customer insights, resolve escalations, and drive customer satisfaction
Identify process inefficiencies and partner with cross-functional teams to develop and implement effective solutions
Manage e-commerce and digital order processes, ensuring accurate fulfillment, timely resolution of issues, and proper handling of RMAs using Salesforce and ERP tools
Monitor Salesforce dashboards to track order progress, RMAs, and potential delays, taking proactive corrective action as needed
Partner with IT, Marketing, and Operations teams to improve online and Salesforce-based order and return management processes, enhancing efficiency and customer satisfaction
Perform additional departmental duties as assigned
Qualification
Required
Bachelor's degree in business preferred. Relevant work experience may be substituted
Minimum of 10 years of customer service experience required
Proficiency with SAP and Salesforce required, with demonstrated experience managing the full Order-to-Cash cycle, including RMAs
Strong Microsoft Office skills, with advanced expertise in Excel
Exceptional interpersonal and communication skills, with the ability to proactively inform customers about deliveries, returns, and order status
Self-motivated with the ability to work independently, as well as collaboratively within a team
Strong problem-solving skills with a demonstrated ability to address and resolve complex issues
Highly organized, with the ability to manage multiple priorities under pressure while maintaining professionalism
Strong attention to detail, including the ability to identify contract terms that deviate from company standards
Ability to leverage CRM and ERP tools to identify bottlenecks, prevent delays, and ensure timely, accurate delivery, invoicing, and returns
Skill in maintaining proactive, clear, and timely communication with customers throughout the order and RMA lifecycle
Ability to thrive in a dynamic, transforming environment, adapt to changing priorities, and maintain focus amidst change
Preferred
Prior experience in a manufacturing environment strongly preferred
Proven ability to manage complex order flows, resolve issues, and deliver solutions in a fast-paced, evolving environment
Familiarity with ISO standards and their application in customer-facing processes
Demonstrated ability to remain calm, composed, and effective in high-pressure situations
Experience managing e-commerce customer service functions, including online orders, digital channel escalations, and RMAs
Company
Gentex Corp.
Leveraging a product development and manufacturing history that spans more than 125 years, Gentex Corporation is a global leader in providing innovative protective gear solutions that enhance personal protection and situational awareness for global defense forces, emergency responders, and industrial personnel operating in high performance environments.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Chandra Sankar
Chief Technology Officer & Chief Products Officer
Peter Maier
Chief Financial Officer
Recent News
2026-01-11
2025-11-20
BiometricUpdate.com
2025-11-19
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