Customer Service Representative (Manufacturing Industry)

Overview

Seeking a Customer Service Associate to join our team! This role serves as the primary point of contact between customers and internal departments. The position is responsible for managing customer orders, quotations, delivery commitments, and ensuring overall customer satisfaction. The role works closely with cross-functional teams including operations, supply chain, quality, and engineering to ensure accurate and timely fulfillment of customer requirements within a regulated production environment.

Key Responsibilities

Customer Communication & Support

• Serve as the main daily point of contact for assigned customers, including commercial and regulated industry accounts
• Respond to inquiries regarding orders, delivery status, technical questions, and issue resolution
• Maintain clear and professional communication aligned with customer requirements and agreements

Order & Contract Processing

• Enter and manage customer purchase orders and quotes in enterprise systems (ERP)
• Ensure orders comply with pricing agreements, contractual terms, and internal requirements
• Monitor order backlog, delivery schedules, and changes in customer demand, communicating updates to relevant teams

Scheduling & Delivery Coordination

• Coordinate with production planning, supply chain, and operations to support on-time delivery goals
• Identify and escalate potential schedule risks or delays
• Support expedited orders when required for priority or time-sensitive programs

Pricing & Quoting Support

• Assist with preparation of quotations and pricing updates
• Ensure alignment with established agreements, cost structures, and lead times
• Provide data support for pricing reviews and customer negotiations

Account & Data Management

• Maintain accurate customer records, order data, and communication logs
• Generate reports related to order status, performance metrics, and delivery tracking
• Support internal and external business reviews as needed

Cross-Functional Collaboration

• Work closely with engineering, quality, finance, and operations teams to ensure customer requirements are met
• Participate in production and planning meetings as required
• Ensure proper handling of sensitive and controlled information in compliance with company policies
• Follow all safety, security, and compliance procedures, including regulated information handling requirements

Qualifications

Skills & Abilities

• Strong ability to manage multiple priorities in a fast-paced environment
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational skills and attention to detail
• Proficient in Microsoft Office (Excel, Outlook, etc.) and general business systems
• Ability to work effectively with internal teams and external customers

Education & Experience

• High school diploma or equivalent required
• Minimum 3 years of experience in customer service or a related administrative role
• Experience working with ERP systems preferred
• Associate’s or Bachelor’s degree in Business or related field preferred
• Experience in manufacturing or regulated industries preferred

Work Environment

• Office-based role with occasional exposure to light production environment
• Onsite position as required by business needs
• May require use of personal protective equipment (PPE) when entering production areas
• Must be able to perform standard physical tasks including sitting, occasional standing/walking, and light lifting (up to 10 lbs)