ABOUT US:

Drake is a dynamic manufacturing company based in Cypress, TX. We are proud to serve leading customers such as SpaceX while fostering a collaborative, supportive workplace. Our employees are valued, empowered, and provided with hands-on training on specialized materials and equipment, along with ongoing opportunities for growth. At Drake, we believe in building success together.

SUMMARY:

We are seeking a Customer Service Specialist to join our team and provide exceptional support to our business-to-business customers. This role manages all aspects of customer orders, including quoting, contract review, order confirmation, and order management within our ERP system (SAP Business One – migration in process). This hands-on position is directly involved in a wide range of customer interactions, making the role dynamic, active, and engaging.

QUALIFICATIONS:

• Strong attention to detail and accuracy.
• 3-5 years of professional experience in Customer Service or a related field preferred.
• Bachelor’s degree in business or a technical field preferred.
• Strong customer service mindset with excellent communication skills across all levels of the organization and with external partners.
• Organized and able to manage multiple priorities simultaneously.
• Highly dependable self-starter with strong problem-solving skills.
• Proficiency in MS Office and experience with ERP systems.

• Deliver a 5-star customer experience in all interactions.
• Manage customer inquiries for product information, pricing, delivery times, or placing orders. Prepare and send quotations and order confirmations, ensuring accuracy in product availability, pricing, and lead times. Update customer database with key information.
• Conduct thorough order (contract) reviews to ensure requirements can be met; resolve discrepancies as needed.
• Manage orders in ERP; enter requirements, track manufacturing progress for make-to-order products and ensure order status is communicated accurately to customers.
• Identify and support workflow/process improvements related to customer order management that enhance accuracy, efficiency, and customer satisfaction.
• Manage and maintain assigned customer accounts, including documentation/form review, proactive client communication, process improvement opportunities, and account profile maintenance.