Order Processing and Customer Success Specialist - Horberg Industries : Job Details

About Horberg IndustriesHorberg Industries, located in Bridgeport, CT, is a leading precision manufacturer specializing in crafting high-quality dowel pins. Our products are essential components in aerospace, defense, medical, and industrial applications, serving government, public, and private sector clients. We are committed to delivering excellence through innovation, quality, and superior customer service.Position OverviewWe are seeking a detail-oriented Order Processing and Customer Success Specialist for a hybrid role. The ideal candidate will execute the quote-to-order processes, ensure customer satisfaction, and support sales operations. Key responsibilities include building quotes from technical specifications, following-up with customers, supporting the sales team, working with production and quality control, processing orders, and utilizing systems like M1 ERP and HubSpot CRM.What to ExpectIn this hybrid role as an Order Processing and Customer Success Specialist, you will be integral to our core operations, managing diverse responsibilities that will keep you engaged and interested. Your days will involve orchestrating quote-to-order processes, cultivating customer relationships, and supporting our leadership team. You will become adept at leveraging our ERP and CRM systems to process orders efficiently, develop quotes from technical specifications, and provide customer service and outreach. Your meticulous attention to detail will be essential as you handle tasks ranging from customer follow-ups to sales operations and collaborate closely with our production and quality control teams. This position offers an optimal balance of client-facing interactions, supply chain, and strategic back-office coordination, which is ideal for a professional who excels in a varied environment and is committed to driving sales and operational excellence while leveraging their manufacturing experience.Key Responsibilities

Order Entry and Processing

• Convert quotes and process purchase orders for new and existing customers
• Maintain customer profiles in our ERP system
• Ensure accuracy of quotes, pricing, and revisions
• Conduct contract reviews
• Manage order folders and release orders to manufacturing
• Create and oversee job travelers

Customer Success

• Promptly address customer inquiries, changes, and requests
• Monitor and respond to Customer Portal notifications
• Follow up on quotes and manage customer inquiries
• Maintain high levels of customer satisfaction through proactive communication
• Support sales team with customer outreach and communications

Sales Operations and Order Processing

• Support sales team in managing opportunities and pipeline
• Assist in developing and implementing sales strategies and campaigns
• Collaborate with marketing team on campaign management
• Generate sales reports and analytics using CRM data
• Handle payments for cash customers via various methods
• Prepare proforma invoices for prepayment notifications
• Coordinate with operations team regarding procuring materials and payments

Compliance and Quality Control

• Collaborate with Quality Control Manager on ITAR export control and compliance
• Communicate order changes to quality team and stakeholders
• Maintain accurate and up-to-date order and compliance documentation

System Management

• Proficiently utilize and maintain data in the ERP system (preferably M1)
• Use HubSpot CRM to manage sales opportunities, support cases, and campaigns
• Leverage Microsoft Outlook for email management and scheduling
• Utilize Microsoft Office tools (e.g., Excel, Word) for project workflows and to-do lists
• Ensure data consistency across all platforms

Continuous Improvement

• Identify and propose enhancements to order processing, sales and customer service procedures
• Stay informed about industry trends and contribute to quality improvement initiatives

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or related field, OR equivalent work experience
• 5+ years of experience in order processing, sales operations, customer success, or related roles in manufacturing or precision industries
• Strong understanding of order entry, sales, customer service, manufacturing, and supply chain processes
• Excellent attention to detail and ability to manage complex processes
• Proficiency in ERP systems (M1 Preferred), CRM (HubSpot), and Microsoft Office Suite (Outlook, Excel, and Word)
• Strong communication and interpersonal skills
• Ability to interpret technical specifications and understand manufacturing processes
• Understanding of contract review processes and quality control procedures

Preferred Qualifications

• Knowledge of ITAR compliance and export control regulations
• Familiarity with precision manufacturing and supply chain processes
• Experience with sales operations
• Experience in Technical Requirements for Manufacturing Quote to Order Processes
• Familiarity with material specifications and their impact on manufacturing processes
• Ability to read and interpret technical specifications and drawings
• Ability to translate technical requirements into accurate quotes and orders

What We Offer

• Competitive salary with performance-based bonus opportunities
• Comprehensive benefits package including health insurance and match on retirement investment plan
• Paid time off including vacation, holidays, and leave package
• Employee referral awards and team bonuses
• Flexible work schedule with hybrid work arrangement
• Supportive, family-like work environment with opportunities for professional growth

How to ApplyJoin our thriving precision manufacturing company and advance your career with our supportive team. To apply, please submit your resume and cover letter detailing your relevant experience and why you're excited about this opportunity. Horberg Industries is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.