What are the responsibilities and job description for the Customer Service Representative position at DOUBLE H PLASTICS INC?
POSITION DESCRIPTION
Position Title:
Customer Service Representative
Location:
Double H Plastics Morristown, TN
Reports To:
Warehouse/ Shipping Manager
Company Overview
A leading plastic extrusion manufacturing company specializing in custom and high-volume extrusion products for industrial, commercial, and consumer applications. The company is committed to operational excellence, quality assurance, cost efficiency, and continuous improvement throughout the supply chain.
Position Summary
Double H Plastics is seeking a Customer Service Representative to provide exceptional customer support while serving as a key liaison between our customers, Sales, Production, Planning, and other internal departments. The Customer Service Representative will be responsible for managing customer orders, communicating order status and delivery expectations, and ensuring customer requirements are accurately understood and communicated throughout the organization.
The ideal candidate is organized, detail-oriented, responsive, and able to effectively manage multiple priorities while maintaining a high level of professionalism and customer service. Previous customer service experience, preferably within a manufacturing or plastics environment, is preferred.
Key Responsibilities
Serve as the primary day-to-day customer contact for assigned accounts.
Establish and maintain professional relationships with customers through phone, email, and other communication channels.
Enter, review, and maintain customer orders accurately and efficiently.
Review customer requirements, including quantities, specifications, requested delivery dates, and other order details.
Communicate product availability, lead times, and anticipated delivery dates to customers.
Coordinate with Production, Planning, Sales, and other departments to confirm product availability and delivery commitments.
Respond to routine customer inquiries regarding products, materials, dimensions, tolerances, applications, and manufacturing capabilities.
Assist with obtaining and communicating pricing and quotations in coordination with Sales and/or estimating.
Prepare, distribute, and follow up on customer quotations as needed.
Monitor open orders and proactively communicate changes, delays, or other concerns to customers.
Assist customers with order changes, expedited orders, cancellations, and other account-related requests.
Review customer purchase orders for accuracy and consistency with quoted requirements.
Maintain accurate customer, order, and pricing information within the company’s ERP system.
Escalate technical, quality, delivery, or pricing concerns to the appropriate internal department.
Maintain accurate records of customer communications, transactions, and related documentation.
Provide additional customer service and administrative support as needed.
Required Qualifications
Strong verbal and written communication skills.
Excellent attention to detail and organizational skills.
Ability to effectively manage multiple priorities and meet deadlines.
Strong problem-solving skills, follow-through, and attention to customer needs.
Ability to learn and effectively use new software and business systems; ERP experience is a plus.
Ability to work collaboratively with customers and cross-functional teams.
Working knowledge of plastics manufacturing, materials, and processes, or the ability and willingness to develop this knowledge quickly.
Preferred Qualifications
Previous customer service experience, preferably within a plastics manufacturer or extrusion environment.
Experience with IQMS or a similar manufacturing ERP system.
Familiarity with plastic materials, extrusion processes, tooling, tolerances, and product specifications.
Experience working with customer-specific pricing, quotations, and purchase orders.
Understanding of manufacturing lead times, production scheduling, and capacity considerations.
Previous experience supporting industrial, OEM, or other manufacturing customers.
Working Conditions
This position operates primarily in an office environment within a manufacturing facility. Occasional exposure to production areas, noise, heat, and industrial equipment may occur.