DuraPlas - Customer Service & Order Management Specialist

Multiple Paths for Career Growth Are you an early-career professional with an interest in agriculture, manufacturing, engineering, or business management who wants to explore different career paths? At DuraPlas, you’ll gain hands-on experience across products, customers, sales, and operations, helping you discover where your strengths and interests align. Potential paths include developing specialized product expertise, pursuing roles in operations, or moving into outside sales. We invest in developing high performers through mentorship, job shadowing, and training. If this sounds like a good fit for you, please apply! About Us DuraPlas, Inc. has been in business for over 50 years, evolving into a multifaceted organization with a family of brands. We develop new and innovative plastic products used in a variety of industries, including agriculture, industrial, logistics, horticulture, energy, material handling, and heating and cooling. Our plastic products replace wood, metal, and wire to make customers’ jobs easier and more efficient. Today, we serve customers in the United States and 65 countries worldwide. We manufacture a wide range of products in our 425,000 square foot headquarters facility in Addison, Texas. Utilizing state-of-the-art injection molding equipment and economies of scale, we create true value for our customers. Our entrepreneurial spirit, combined with grit, tenacity, and lean operations, has driven the company's success. DuraPlas retains its original entrepreneurial spirit with a customer-focused, growth-oriented approach. Company Purpose: To make a positive difference in the lives of our employees, customers, and communities Vision: To be the leader in replacing wood, wire, and metal products with creative plastic solutions Values: - Respect and Appreciation - One Family Spirit - Deliver Wins - Evolve, Innovate, and Simplify - Obsession with Our Customers Position Summary DuraPlas is looking for a customer-focused, organized professional to help our customers get the products and support they need. As a Customer Service & Order Management Specialist, you'll be a key point of contact for customers, managing orders, answering questions, resolving issues, and coordinating with our production, warehouse, and shipping teams to help ensure orders are accurate and delivered on time. This is a hands-on role for someone who enjoys working with people, solving problems, and keeping details organized. You'll learn our products and systems while gaining exposure to customer service, sales, production, logistics, and operations. Over time, that experience can provide a foundation for pursuing other opportunities within the business, depending on your interests, strengths, and available openings. You'll join a collaborative team of approximately six to eight colleagues and report to the Client Relations Manager. This position is based at our Addison headquarters and works on-site Monday through Friday, with an eight-hour schedule within the 7 a.m.–5 p.m. window. Some flexibility is available regarding the exact schedule. Key Responsibilities 1. Customer Service & Relationship Building - Respond to customer questions and requests involving quotes, orders, changes, cancellations, and product information. - Build positive customer relationships through responsive, professional service and consistent follow-through. - Provide product information and assistance, connecting customers with the appropriate internal expert when needed. - Research and communicate order status, pricing, inventory availability, and delivery information. 2. Order Management & Fulfillment - Enter and process customer orders accurately and efficiently, taking inventory availability and requested delivery dates into account. - Monitor orders from entry through shipment and follow up proactively to help ensure customer expectations are met. - Verify customer credit status before order fulfillment in accordance with company policies. - Prepare purchase orders for submission to the accounting department. 3. Cross-Functional Coordination & Problem-Solving - Work closely with production, warehouse, shipping, and transportation teams to resolve order issues, expedite shipments, and trace delayed deliveries. - Communicate updates to customers and internal teams to help keep orders moving and address problems promptly. - Help identify process improvements and share customer feedback or system issues that could improve service and operational efficiency. 4. Sales Support & Business Growth - Help customers identify products and quantities that best meet their needs, including recommending complementary products and full-box or pallet quantities when appropriate. - Support the sales team and company objectives by identifying opportunities to better serve customers and grow existing business. 5. Teamwork - Collaborate with colleagues to provide consistent customer service and support department priorities. - Share information and assist with other responsibilities as needed to support the team and business. Education & Experience - An associate or bachelor's degree in business, agriculture, supply chain, engineering, or a related field is preferred but not required. Relevant professional experience may be considered in place of formal education. - One to two years of experience in customer service, order processing, sales support, logistics, administrative coordination, or a similar business-facing role. Relevant internships and transferable experience will be considered. - Experience with Microsoft Office and business software. Familiarity with ERP or CRM systems is a plus. - Experience working with customers and collaborating across teams is beneficial. Skills & Abilities - Strong written and verbal communication skills, with the ability to build positive relationships with customers and colleagues. - Attention to detail and accuracy when managing orders, pricing, and other customer information. - Strong organizational skills and the ability to manage multiple requests, prioritize work, and follow through on commitments. - A customer-focused approach to resolving questions, addressing concerns, and finding practical solutions. - Sound judgment and problem-solving skills, including the ability to recognize when an issue requires assistance from another team member. - Willingness to learn new products, systems, and business processes. - Bilingual in Spanish is a plus. Compensation & Benefits This position will be paid hourly and is eligible for overtime and includes a base rate and quarterly performance bonus tied to measurable objectives. The total on target earnings are equivalent to $60-70,000 annually; commensurate with experience. At DuraPlas, we value our employees and offer a comprehensive benefits package to support their well-being and professional growth. Our benefits include: - 401(k) plan with a company contribution match - Health insurance options including both PPO and HSA plan - Vision and dental insurance - Long-term disability (LTD) - Basic life insurance with the option for supplemental life insurance - Paid time off - Additionally, we encourage healthy lifestyles by offering HSA contributions based on completed activities. - To support continued education and career advancement, we provide tuition reimbursement. - Employees also have access to an Employee Assistance Program (EAP) for additional support. We value diversity and are committed to making hiring decisions based on the skills and traits needed for success in this role. We are an equal opportunity employer and welcome your application. All candidates must be legally authorized to work in the United States.