Job Details

Document Specialist Job Summary

Position Overview: The Customer Service & Documentation Manager will serve as the primary leader for managing both domestic and international documentation workflows and delivering exceptional service across our global customer and vendor network. This individual will own the end-to-end documentation process, ensuring accuracy, compliance, and timely delivery—while managing an international documentation support team and driving collaboration across ERP systems, accounting, logistics, and sales.

This role demands a high standard of customer service, strong interpersonal skills, and exceptional attention to detail—particularly in the reconciliation of vendor and customer accounts. The successful candidate will take an active role in building and refining internal processes to support scalable, efficient operations. We’re seeking a proactive, highly organized professional who thrives in a collaborative, evolving setting and brings both structure and innovation to the team.

Position Responsibilities:

Customer Service & Communication

● Deliver high-quality, professional service to all internal and external stakeholders, fostering trust and long-term relationships.

● Act as a primary point of contact for customers and vendors, ensuring timely updates on order status, shipping schedules, claims, and issue resolution via phone and email.

● Leverage enterprise resource planning (ERP) software to manage customer profiles, enter and monitor orders, and support seamless documentation workflows.

● Track and document customer interactions, detailing inquiries, service issues, feedback, and resolutions to maintain a reliable knowledge base and support continuous improvement.

● Serve as a second-level escalation point for complex or unresolved customer issues, coordinating with specialists or cross-functional teams to ensure timely and satisfactory outcomes.

● Partner with inside and outside sales teams to ensure alignment on customer needs, account status, and order execution.

● Manage and develop overall documentation processes, including oversight of the International Documentation Team, to support an increasingly complex and growing volume of orders.

● Host regular team check-ins, ensuring document accuracy and timeliness, and driving continuous improvements in documentation efficiency and coordination.

● Ensure all shipment, order, and inventory records are updated and maintained with precision to support operational visibility and compliance.

● Support the preparation and management of key business documents, including Purchase Orders, Sales Orders, Invoices, Packing Lists, Bills of Lading, and compliance certificates.

● Facilitate timely and accurate communication between customers, warehouse personnel, and the sales team to ensure seamless order fulfillment and service delivery.

● Coordinate with the logistics and warehouse teams to assist in the scheduling and tracking of inbound and outbound shipments.

● Accurately receive, record, and reconcile customer payments in accordance with company accounting protocols.

● Assist the warehouse with floor requirements as it relates to customer and vendor needs, such as cycle counts, load planning, and shipping and receiving support.

● Train, mentor, and support documentation team members, promoting knowledge sharing and consistent process adherence.

● Proactively identify process inefficiencies or bottlenecks and implement solutions in collaboration with cross-functional teams.