Customer Service Representative

Be the connection between our customers and our team. As a Customer Service Specialist with Dekko, you’ll play a key role in delivering an exceptional customer experience from the first quote through order fulfillment and shipment. You’ll build strong relationships, solve problems, keep orders moving, and partner with teams across the business to make sure our customers get what they need, when they need it.

This is a fast-paced, highly collaborative role where your communication, problem-solving skills, and attention to detail will make a direct impact on our customers and our business.

What You'll do:

• Act as primary contact to support and resolve all customer inquiries and concerns.
• Enters and manages all activity associated with incoming customer purchase orders via EDI, RMS or manual order entry to ensure contracts are met and all relevant data is accurate & entered into the ERP system in a timely manner.
• Coordinates with the operations team to determine accurate ship dates including the handling of expedites, de-expedites, cancelations and open order status reports to keep the customer informed on the status of their orders.
• Facilitates daily/week/monthly meetings required by the customer to provide order status updates or updates on various customer related projects.
• Maintains all required ERP system parameters, files and entry activity associated with order management. (i.e. Xref, price files, Order entry files/Address Master/Customer Notes)
• Compiles and validates customer scorecards, KPI’s or other statistical reports as required
• Manages necessary activity via Web-Portals required by customers
• Maintains all relevant correspondence including email, PO’s, reports, etc. as required by departmental electronic filing & ISO/Compliance requirements
• Initiates & coordinates various TQC process workflows throughout the organization to ensure activity is completed in a timely manner to meet customer expectations. (i.e. ECN for Finished goods/New Customer set-up/Credits-Debits/New Business projects/Quotes)
• Serves as liaison between customer, manufacturing, quality, engineering, shipping and finance as required.
• Coordinates and resolves all logistics issues including resolution on lost or damaged shipments, quoting and scheduling expedited shipments including maintain the logistics database & all shipping instructions in customer note files as it pertains to customer service.
• Provides technical support for products, services, problem solving or other requests as they relate to OEMs, Dealers and Independent Reps including engaging the appropriate people organizationally or gathering relevant data as required
• Enters & maintains relevant information in the Dekko CRM system
• Attends customer visits or on-site meetings with customers as required by the Commercial Sales team
• Performs back-up activities for other markets & customer accounts as required.
• Ensure all customer demand forecasts received are sent to the Forecast Planning Manager.
• Handles quote requests, price updates, and commodity adjustments as required.
• Investigate and resolve all credit memo(s)/invoice issues associated with order entry or pricing errors.
• Coordinates & supports customer specific programs including DTD, VDR, 24/24 and drop ship programs as required by the customer.
• Work closely with the Commercial Sales team to convey and communicate customer inquiries not related to order management (i.e. Samples, customer requested reports, special labeling, PPAPs or other requested information, RMA’s, Credits).
• Assist and support the Commercial Sales team by team providing services and information as requested (IE. Reports, presentations, new customer set-up/New business/quote entry or any other projects as required)

What you'll need:

• Customer Focus/Servant mindset to support internal and external customers
• Positive/Can Do attitude
• Strong oral and written communication skills.
• Ability to work independently or with a team as required
• Self-initiative/assertive
• Strong sense of Urgency
• Critical thinking/Problem solving skills.
• Detail oriented.
• Technical ability to read prints and specifications
• Project management experience.
• Proficiency with various software applications such as BPCS, ETQ workflows, Microsoft Office suite and Dekko CRM system.
• Analytical
• Ability to prioritize and handle multiple tasks.
• Flexibility to adjust to a fast pace environment
• Continuous improvement mindset (on-the-job and with self).
• Experience coordinating and working as a liaison between functional areas.
• Ability to perform data entry in a timely and accurate manner
• Manufacturing experience preferred

Education:

• Preferred Associate Degree in Business or similar discipline or equivalent 3 years Customer Service experience in a manufacturing environment.
• Would consider equivalent experience in Production Control or scheduling in lieu of education or Customer Service experience.

Why You’ll Love It Here:

At Dekko, you’ll be part of more than just a company; you’ll join a team of passionate people who truly care about what they do and who they work with. We offer:

• Great People & Culture – A supportive, values-driven environment where teamwork and integrity come first.
• Competitive Pay & Benefits – Including comprehensive healthcare, dental, vision, and an 8% fully funded retirement plan.
• Growth Opportunities – We invest in your development with training, mentorship, and the chance to take on new challenges.
• Work That Matters – Contribute to innovative products that make a difference in how people live and work.
• Stability with Flexibility – A growing company with a strong foundation that understands the importance of work-life balance.

Dekko is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees