Customer Service Representative

Stamping and Packaging Division

JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE

DEPARTMENT: CUSTOMER SERVICE

REPORTS TO: OPERATIONS MANAGER

LOCATION: AOC METAL WORKS – 100 HANNON DR., LAWRENCEBURG, TN

Job Summary

We are seeking a dependable Customer Service Representative to serve as the primary day-to-day contact for our customers at a metal fabrication facility specializing in CNC laser cutting, brake press forming, MIG welding, robotic welding, and die & press stampings. The ideal candidate will own order entry and acknowledgment, manage customer EDI transactions and portals, and drive complaints and returns to resolution. This role reports directly to the Operations Manager and is the voice of the customer inside the plant — accuracy here protects on-time delivery, invoicing, and the relationships the business runs on.

Key Responsibilities

• Order Entry and Acknowledgment: Receive, review, and enter customer purchase orders and releases into the ERP system (Mie Trak); verify part numbers, revision levels, quantities, pricing, and requested dates against the quote or contract before release; issue order acknowledgments and confirm commit dates.
• Order Discrepancy Resolution: Identify and resolve pricing, revision, quantity, and terms discrepancies with the customer and internal teams before an order enters production; escalate unresolved commercial issues to Sales and the Operations Manager.
• EDI Transaction Management: Process and monitor inbound and outbound EDI transactions — 850 purchase orders, 860 changes, 830/862 releases and forecasts, 856 advance ship notices, and 810 invoices; investigate and correct failed or errored transactions promptly so nothing sits unprocessed.
• Customer Portals: Maintain daily activity in customer web portals and supplier scorecard sites — downloading releases, uploading shipment and delivery data, confirming receipts, and keeping portal records current and accurate.
• Release and Schedule Management: Track cumulative shipped quantities against customer releases; reconcile CUM balances; flag schedule pull-ins, push-outs, and quantity swings to Scheduling and Production early enough to act on them.
• Order Status and Communication: Provide proactive order status, delivery commitments, and delay notifications to customers; answer inquiries by phone and email promptly and professionally; keep customers informed before they have to ask.
• Complaint Handling: Serve and assist in handling customer complaints; making sure each complaint accurately documented in the quality system, notify Quality and Operations immediately, and communicate containment actions and corrective action timing back to the customer.
• Returns and RMA Processing: assist in issue of return material authorizations working with quality; coordinate return logistics, receipt, and disposition with Quality, Shipping, and Accounting; track RMAs to closure and ensure credits or replacements are issued correctly.
• Corrective Action Support: Supply the order history, shipment records, and customer documentation needed for root cause investigations and 8D responses; deliver completed responses to the customer within the required window.
• Shipping and Logistics Coordination: Coordinate with Shipping on delivery requirements, routing guides, carrier selection, customer-specific labeling and packaging specifications, and expedited or premium freight authorizations.
• Documentation and Records: Maintain complete and organized customer files — purchase orders, terms, pricing, packaging and labeling requirements, and shipping instructions; support ISO 9001 and ISO 14001 record and traceability requirements.
• Invoicing and Billing Support: Verify shipment documentation supports accurate invoicing; work with Accounting to resolve billing disputes, short-pays, and deduction claims.
• Customer Requirements Management: Maintain current customer-specific requirements and communicate changes to Quality, Scheduling, Shipping, and Production so requirements are met at the source rather than caught later.
• Reporting: Report order backlog, on-time delivery performance, open complaints and RMAs, and customer scorecard results to the Operations Manager.
• Working Hours: Availability to work as needed and including weekends as required to support customer commitments. Expect a minimum of 8.5-to-9-hour workday, excluding lunch.

Qualifications

Required:

• Education: High school diploma or equivalent required; Associate’s or Bachelor’s degree in Business or a related field preferred.
• Experience:
• 3 years of customer service or inside sales support experience in a manufacturing environment; metal fabrication, stamping, or contract manufacturing preferred.
• Hands-on experience with order entry in an ERP system and with EDI transaction processing.
• Experience working in customer web portals and responding to supplier scorecard requirements.
• Technical Skills:
• Proficiency with the Mie Trak ERP system, or demonstrated ability to learn a new ERP quickly.
• Working knowledge of EDI documents (850, 860, 830/862, 856, 810) and how errors in them affect shipping and invoicing.
• Ability to read purchase orders, blueprints, and part revision documentation well enough to catch a mismatch before it reaches the floor.
• Solid Excel, Outlook, and general computer skills.
• Soft Skills: Clear, professional written and verbal communication; strong attention to detail and follow-through; composure and problem-solving under pressure when a customer is unhappy; the organization to manage many open orders at once without losing track of any of them; willingness to walk the floor and talk to the people doing the work.

Physical Requirements:

• Primarily office-based with extended periods of computer and telephone work.
• Regular time on the production floor and in shipping areas, where PPE including safety glasses, hearing protection, and steel-toe footwear is required.
• Must be able to lift up to 25 pounds.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person