• The successful incumbent possesses a strong command of the company’s customer service policies and is well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers. • This position ensures that all customer order specifications and expectations are understood throughout the company while actively pursuing additional sales opportunities. • The customer service specialist must be able to perform their duties with minimal supervision and communicate effectively and professionally with co-workers, customers, sales managers and production personnel. • Account Management Voice of company to primary purchasing agent contacts for assigned accounts; responsible for maintaining industry-leading service levels. • Uses product knowledge to assist customers with ordering needs. • Reserves machine capacity, enters orders, communicates ship dates. • Tracks customer orders through entire supply chain process (order entry, manufacture, shipment, and delivery). • Ensures customer orders comply with Sales and Manufacturing agreement. • Minimizes financial impact of freight costs by maximizing capacity on chosen mode of transportation or by assigning freight differential cost to customer. • Inside Sales Solicits new orders to assist Operations in qualifying production runs, filling open machine capacity, and selling aged inventory for prime pricing. • Receives, generates and distributes Competitive Information Reports from Sales Managers as necessary. • Collaborates with customers, Sales Managers, and others to investigate and resolve customer invoice and accounting issues. • Works with sales and quality to supply customers with product samples and trial inventory to secure new business. • Regularly communicates with CLW outside sales contacts on opportunities and issues uncovered during regular job activities. • Inventory Management Implements and oversees customer offsite inventory programs, as needed, to meet market/customer needs and maintain targeted levels. • Manages input of sales orders utilizing Electronic Data Information (EDI). • Collaborates with sales, customers, and schedulers by analyzing and adjusting warehouse inventories as needed to ensure adequate turns are being met. • Coordinates customer needs with 3PL warehouse contacts. • Reviews aged inventory, looking for sales opportunities within customer territory. • Forecasting Performs regular review of customer shipment history versus forecast and provides recommended updates to Sales Manager/S&OP analyst. • Monitors customer order volumes to align with sales forecasts.

• Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and maintain high service standards • Develop and implement customer service strategies that enhance customer satisfaction and loyalty across all touchpoints • Monitor and analyze key performance metrics, including response times, resolution rates, and customer satisfaction scores, to identify improvement opportunities • Conduct regular performance reviews, provide constructive feedback, and create professional development plans for team members • Handle escalated customer issues with empathy and decisiveness, ensuring swift and satisfactory resolutions • Oversee the onboarding and training of new customer service staff, ensuring they are equipped with the knowledge and skills needed to succeed • Collaborate with other departments to streamline processes, improve customer experience, and address systemic issues • Customize and optimize customer service workflows and procedures to enhance efficiency and effectiveness • Maintain detailed records of customer interactions, complaints, and resolutions to identify trends and areas for improvement • Foster a positive team culture that emphasizes collaboration, continuous learning, and customer-focused values

• Maintaining accurate records, databases and communication logs • Updating trackers and project information • Monitoring appointments, cancellations and access requests • Recording and tracking enquiries and complaints • Producing weekly and monthly reports • Supporting project mobilisation and administration • Preparing meeting agendas, minutes and action logs • Managing diaries and supporting scheduling activities • Providing general administrative support to the wider team

• Lead virtual onboarding sessions and product trainings for new customers • Serve as the primary point of contact for support tickets, troubleshooting, and technical questions • Partner closely with Account Management to ensure customers achieve full “healthy” status after onboarding • Document and track customer interactions in our CRM (Salesforce/HubSpot) • Experience in support ticketing via Zendesk & Dialpad is a bonus • Identify and escalate recurring product or workflow issues to the Product and Engineering teams • Support conference and on-site training events as needed (50-75% travel required) • Contribute to internal documentation, training materials, and support processes to improve team efficiency