Customer Solutions Specialist in Laconia, New Hampshire at SMITHS TUBULAR SYSTEMS - LACONIA

Summary

Under the general direction of the Customer Service Manager, the Customer Service Representative (Customer Solutions Specialist) serves as a tactical partner to customers by combining exceptional relationship management skills with data-driven decision-making. This role is responsible for managing customer orders, analyzing demand and scheduling requirements, resolving complex issues, and coordinating information across supply chain, manufacturing, sales, and procurement functions.

The ideal candidate excels at building trusted customer relationships while leveraging data, reporting, and business insights to drive operational efficiency and customer satisfaction. Success in this position requires strong communication skills, technical aptitude, critical thinking, and the ability to identify trends and develop solutions that create value for both the customer and the organization.

Additional/Updated Essential Responsibilities

• Develop and maintain strong customer relationships through proactive communication and account management.
• Analyze customer demand patterns, forecasts, inventory positions, and order trends to support business decisions.
• Utilize Excel, ERP systems, and reporting tools to identify opportunities, mitigate risks, and improve customer outcomes.
• Serve as the primary point of contact for customer inquiries, order management, delivery performance, and issue resolution.
• Collaborate with supply chain, production, purchasing, and sales teams to balance customer requirements with operational capabilities.
• Coordinates with customers and internal departments to address service, quality, and delivery issues and ensure timely resolution.
• Support continuous improvement initiatives through process analysis and recommendations for increased efficiency and customer satisfaction.
• Leverage CRM, ERP, and reporting systems to maintain accurate customer records and performance metrics.
• Identify risks, anticipate customer needs, and recommend proactive solutions.
• Regularly and consistently at work on time
• Other duties as assigned

Skills & Competencies

• Strong interpersonal, relationship-building, and customer-facing communication skills.
• Advanced problem-solving and critical-thinking abilities.
• Ability to translate data into actionable business recommendations.
• Strong analytical capabilities with experience interpreting trends, KPIs, and operational metrics.
• Advanced proficiency in Microsoft Excel, including:
  • Pivot Tables
  • VLOOKUP/XLOOKUP
  • Data analysis and reporting
  • Charts
• Experience with ERP, CRM, or business intelligence platforms preferred.
• Ability to manage multiple priorities in a fast-paced manufacturing environment.
• Comfortable presenting business insights and performance metrics to customers and internal leadership.
• High attention to detail with a strong sense of ownership and accountability.

Education & Experience
Bachelor's degree in Business, Supply Chain, Operations Management, Data Analytics, or a related field preferred. 3-5 years of experience in customer service, customer success, account management, supply chain, operations, manufacturing support, or a related analytical role. Combination of education & experience will be considered.

Experience working with data, reporting, forecasting, ERP systems, or business analytics tools is highly preferred.