Sr. Customer Service Representative (Manufacturing)

Senior Customer Service Representative

Location: Massachusetts

Work Arrangement: On-site

Schedule: Full-time, with flexible start and end times

Position Overview

We are seeking a Senior Customer Service Representative to manage customer inquiries, quotations, order processing, and delivery coordination for a technology manufacturing organization. This role serves as a primary point of contact for customers and works closely with sales, business operations, manufacturing, and planning teams to ensure accurate order processing and timely delivery.

The position requires experience with customer service, order management, pricing, and enterprise resource planning (ERP) systems. The successful candidate will coordinate customer requirements, resolve order-related issues, and support communication across internal departments and global operations.

Key Responsibilities

• Manage customer inquiries from initial requests for quotation through order processing and product delivery.
• Prepare and process quotations, review pricing requirements, and coordinate special pricing approvals.
• Enter and manage customer orders, including new orders, sample orders, returns, credits, and debits.
• Review purchase orders for accuracy and confirm that customer requirements are documented correctly.
• Monitor order backlogs, track delivery schedules, and coordinate expedited orders.
• Communicate with customers regarding order status, product availability, delivery timelines, and order changes.
• Coordinate with sales, business operations, manufacturing, and planning teams to resolve customer issues and meet delivery requirements.
• Support customer-specific product requirements and coordinate necessary approvals before quotations are issued.
• Maintain accurate customer, pricing, quotation, and order information in company systems.
• Work with distribution partners and internal stakeholders to coordinate customer orders and product requirements.
• Identify order discrepancies, investigate problems, and escalate issues when necessary.
• Build working relationships with customers and internal teams to support consistent service and order execution.

Qualifications

• Experience in customer service, order management, sales operations, logistics, or a related business function.
• Experience preparing quotations, processing orders, reviewing purchase orders, or coordinating pricing.
• Experience using SAP or a comparable ERP system, such as Oracle.
• Proficiency with Microsoft Office, particularly Excel; experience with VLOOKUPs and pivot tables is preferred.
• Strong data entry skills and attention to detail.
• Ability to manage multiple customer requests, deadlines, and order priorities.
• Strong written and verbal communication skills.
• Ability to collaborate with multiple departments and coordinate activities across different time zones.
• Ability to investigate discrepancies, resolve customer issues, and follow established procedures.
• College degree preferred.

Preferred Experience

• Experience in semiconductor, electronics, technology manufacturing, aerospace, or defense-related industries.
• Familiarity with global supply chains, manufacturing coordination, product specifications, and distribution partnerships.
• Experience supporting customers through the full quotation, ordering, and delivery process.
• Experience with pricing approvals, order backlog management, and expedited requests.
• Previous team leadership or experience coordinating complex operational processes.

Compensation & Benefits

• Hourly pay range: $40.00-$45/hour, depending on experience and qualifications.
• Medical, dental, and vision insurance.
• Employer-sponsored 401(k) plan.
• Paid time off.
• Professional development opportunities.
• Flexible start times within normal business hours.
• Occasional overtime may be available for special projects.

Additional Requirements

This position is fully on-site. Due to federal ITAR regulations, applicants must meet the applicable U.S. person eligibility requirements.

Opportunity

This position offers the opportunity to contribute to customer service and business operations while developing expertise in quotation management, pricing, order fulfillment, and manufacturing coordination. Candidates with relevant industry experience and the ability to take on additional responsibilities may have opportunities for future career advancement.

Send resumes to Jeannie @ Jhalsey@naglergroup.com