Material Specialist

Position Summary

The Material Specialist plays a critical role in supporting the Customer Service Department by ensuring the accuracy and integrity of customer orders. This position is responsible for reviewing orders for material and data accuracy, identifying discrepancies, determining the root cause of errors, and implementing corrective actions to prevent recurrence. The Material Specialist serves as a key liaison between Customer Service and other internal departments to ensure customers receive accurate products and exceptional service.

Essential Duties and Responsibilities

• Review customer orders to verify material specifications, quantities, pricing, product configurations, and other critical order details.
• Identify order discrepancies and inaccuracies before they impact production or shipment.
• Investigate the root cause of order errors by collaborating with Customer Service Representatives and cross-functional teams.
• Correct inaccurate order information in a timely manner to minimize delays and customer impact.
• Partner with Sales, Operations, Purchasing, Production, and other departments to resolve material-related issues.
• Monitor recurring trends in order inaccuracies and recommend process improvements to reduce future errors.
• Develop and maintain documentation related to common order issues, corrective actions, and best practices.
• Assist in creating and updating standard operating procedures for order review and material verification.
• Provide guidance and support to Customer Service team members regarding material specifications, order entry, and product knowledge.
• Track and report key performance indicators related to order accuracy and corrective actions.
• Participate in continuous improvement initiatives focused on increasing order quality, operational efficiency, and customer satisfaction.
• Perform other duties as assigned by the Director of Customer Service.

Qualifications

• Associate's degree in Business, Supply Chain, Operations, or a related field preferred; equivalent experience will be considered.
• Minimum of 2 years of experience in customer service, order management, materials, manufacturing, or a related role.
• Experience investigating and resolving process or data issues is preferred.
• Strong understanding of order processing and inventory or material management is a plus.

Knowledge, Skills, and Abilities

• Exceptional attention to detail and commitment to accuracy.
• Strong analytical and problem-solving skills with the ability to identify root causes rather than simply correcting symptoms.
• Excellent organizational and time management skills.
• Effective verbal and written communication skills.
• Ability to collaborate across multiple departments and build positive working relationships.
• Proficiency with ERP systems, order management software, and Microsoft Office applications, particularly Excel.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated initiative and a continuous improvement mindset.

Key Competencies

• Attention to Detail
• Critical Thinking
• Root Cause Analysis
• Process Improvement
• Customer Focus
• Collaboration
• Accountability
• Communication
• Adaptability

Working Conditions

• Primarily office-based with regular use of a computer and standard office equipment.
• May require occasional visits to warehouse or production areas to investigate material or order issues.
• Regular business hours with occasional additional hours as business needs require.