Customer Service Admin

This position is not a simple data entry role. Each sales order requires advanced research, validation, and problem-solving before it can be processed. The Customer Service Administrator must verify order details, confirm pricing, review quotes, and ensure accuracy with customer requirements. Success in this role requires a critical thinker who can balance customer needs with internal processes, resolve issues quickly, and ensure accurate retention of customer requirements throughout the order lifecycle.

PTI is an ISO Certified innovative foam manufacturer and designer of custom engineered foam extrusions for packaging, mattresses, furniture, recreational, toys, fitness products, and pipe insulation for HVAC and plumbing industries. PTI utilizes cutting edge technology to create unique foam shapes and formulations. We pride ourselves on adapting to your business needs all while having the fastest “concept to product” turnaround times in the industry.

PTI is a business unit of HSM, headquartered in Hickory, NC since 1944. Our commitment to excellence goes far beyond our products and processes; it is centered on the people who make it all possible. If you're interested in learning more about our company culture, as well as the benefits we offer our employees, please visit our website or social media pages.

• Ensure retention of customer requirements from quote through fulfillment, verifying accuracy at each step.
• Serve as a primary point of contact for customers, handling inquiries and concerns via phone, email, virtual meetings, and customer portals.
• Conduct research and validation prior to entering sales orders, including confirming product details, pricing, terms, and availability against quotes and system price files.
• Proactively communicate with customers regarding conditions that affect fulfillment, such as scheduling changes, material availability, pricing adjustments, or shipping updates.
• Collaborate with sales, production, quality, shipping, and management teams to ensure orders are executed in full compliance with customer requirements.
• Maintain accurate documentation, ensuring customer specifications and instructions are consistently applied.
• Review and process invoices with accuracy; research and resolve discrepancies; verify and issue credits as needed.

• Strong attention to detail with the ability to retain and apply customer requirements accurately.
• Strong communication skills, both verbal and written.
• Proven ability to perform detailed research and order validation before processing.
• Strong organizational skills.
• Experience working with ERP/CRM systems and proficiency in Microsoft Office (Excel, Word, Outlook).
• Demonstrated ability to collaborate across departments and manage multiple priorities.
• Customer-focused mindset with problem-solving abilities and a high degree of initiative.
• Previous experience in a customer service, sales support, or order management role preferred.
• Ability to problem-solve and collaborate across departments in a fast-paced environment.

As a Customer Service Admin at HSM, you’ll enjoy: 

• 401k Contribution Match up to 4% (100% Vested from Day 1), 9 paid holidays, 128 hours of PTO (Eligible after 60 days), Affordable Total Package Benefits offerings for you and your family, On-Site No-Cost Medical Clinics for you and Covered Dependents, Teladoc 24/7 ($0 copay), Global Healthcare and Tuition Reimbursement & Professional Development Assistance.

At HSM Solutions our culture is built on a foundation of teamwork, innovation, and celebrating our successes together as a team. We provide our employees with the tools and resources they need to achieve their goals and to make a meaningful impact on our customers, our company, and our communities. If you're looking for a place that's not just a job, but a spot where you can grow and make a real impact, then HSM Solutions is the place for you.

If you would like to apply for a position, please visit our career site at www.hsmsolutions.com/careers for a prompt response from our recruitment team. If you have any questions or would like to follow up on your application, please don't hesitate to contact us at jobs@hsmsolutions.com.

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HSM prohibits discrimination based on any protected status, workplace harassment/bullying, and retaliation for filing a complaint or providing information related to a complaint. HSM provides equal employment opportunity to all employees and applicants without regard to an individual's protected status: race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation,
marital/parental status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any other protected status.