Warehouse Customer Service

The Customer Care Representative serves as the primary point of contact for customers, supporting order management, customer communication, and account support activities within a manufacturing environment. This role partners with sales, production, operations, and logistics teams to ensure accurate order processing, timely delivery updates, and exceptional customer service. This is not a call center position. The ideal candidate will have experience supporting B2B customers in a manufacturing, industrial, building products, or distribution environment and be comfortable managing customer relationships, order entry, and operational coordination.

Essential Duties and Responsibilities:

· Process customer orders received through email, EDI systems, and occasional phone inquiries.

· Enter and maintain accurate order information within company ERP systems.

· Serve as a primary contact for customers regarding product availability, order status, lead times, shipment schedules, and pricing inquiries.

· Communicate proactively with customers regarding order updates, delivery changes, and expected ship dates.

· Coordinate with production, operations, inventory, and shipping teams to ensure customer expectations are met.

· Research and resolve customer inquiries in a timely and professional manner.

· Maintain accurate customer records and account activity within Oracle, Salesforce, or other business ERP systems.

· Build and maintain positive relationships with customers while delivering a high level of service and responsiveness.

· Assist with general office support activities, including greeting visitors and supporting day-to-day administrative needs.

· Support continuous improvement efforts to enhance customer satisfaction and operational efficiency.

Core Competencies: Managing Performance; Building Collaborative Relationships; Customer Orientation; Result Orientation; Personal Credibility, Analytical Thinking

Organizational Competencies: Excellent communication skills, proficient problem-solving and multi-tasking skills, attention to detail, ability to promote teamwork among peers is a must. Ability to answer a high volume of calls and/or emails daily.

Technical Skills: Experience with Oracle, SAP, Salesforce or similar CRM platforms. Intermediated proficiency in Microsoft Office Suite.

Skills/Knowledge/Abilities:
· Customer Interaction
· Customer Support Policies, Standards and Procedures
· Inquiry Research/Response
· Product Support
· Service Desk Management
· Service Request Management Process
· Customer Service Help Desk Software