Customer Service Representative II - HDT

The Customer Service Representative II (CSR II) provides high‑quality customer support by managing daily customer interactions, resolving moderately complex issues, and supporting order processing and account inquiries. This role requires a solid understanding of products, systems, and procedures and serves an experienced individual contributor, operating with limited supervision. The CSR II role is a progression from entry‑level customer service and serves as a feeder role to Senior Customer Service Representative.

Essential Duties And Responsibilities

• Serve as a primary point of contact for customers via phone, email, and other communication channels
• Process customer orders and adjustments accurately and timely
• Respond to inquiries regarding products, pricing, availability, and order status
• Resolve customer concerns and moderately complex issues; escalate more complex matters as appropriate
• Maintain accurate customer and order records in Flexfab’s systems
• Coordinate with internal departments (Sales, Operations, Shipping, Engineering, Accounting) to resolve issues and ensure customer satisfaction
• Proactively identify opportunities to improve customer experience and internal processes
• Support onboarding and informal training of Customer Service Representative and team members
• Ensure compliance with company policies, procedures, and service standards
  
  

Success Measures

• Demonstrates a high level of accuracy and timeliness in order entry, forecasting support, and customer documentation.
• Effectively resolves customer issues of moderate complexity, contributing to increased customer satisfaction and reduced escalations.
• Contributes to departmental efficiency by identifying improvement opportunities, sharing best practices, and providing informal support to team members.
• Collaborates effectively across functions to support alignment with production, shipping, planning, engineering, and sales teams.
• Receives positive feedback from customers, internal stakeholders, and cross‑functional partners for service quality and professionalism.
• Demonstrates ownership and accountability for complex customer accounts and advanced service requests within assigned scope.
  
  

Qualifications

• High school diploma or equivalent required
• Associate’s degree or relevant coursework preferred
• 2 years of customer service experience, preferably in a manufacturing, distribution, or B2B environment
• Experience with order entry, customer accounts, and internal systems preferred
  
  

Working Conditions

• Office environment; may be required to work in different buildings as needed
• Standard business hours with occasional overtime based on business needs
• May be required to attend meetings or company events, which may require more formal business attire
  
  

Core Competencies- Individual Contributor

• Situational Adaptability
• Analytical Skills
• Drives Results
• Plans & Aligns
• Decision Quality
• Action Oriented
• Collaborates
• Ensures Accountability
• Communicates Effectively & Influences
• Instills Trust
  
  

Models Flexfab’s HEARTS Values

• Honesty - Lead with integrity and transparency in technical decision-making and stakeholder interactions.
• Excellence - Relentlessly pursue innovative solutions that exceed expectations in product performance, safety, and quality.
• Accountability - Own the outcomes of technology programs and foster a culture of responsibility within the team.
• Respect - Champion collaboration and value the diverse expertise of engineers, scientists, and partners across functions.
• Teamwork - Build strong cross-functional teams that work in unison to deliver results from concept through launch.
• Support - Enable professional growth and promote a balanced, high-performing environment that benefits individuals, the organization, and broader community.
  
  

How To Apply

If you meet these qualifications and are interested in being considered for this position, please submit your application and update your resume at www.flexfab.com.

Flexfab is an equal opportunity employer, to all protected groups, including protected veterans and individuals with disabilities.

This position requires access to technical data subject to the International Traffic in Arms Regulations (ITAR). Only U.S. persons (citizens, lawful permanent residents, refugees, or asylees) are eligible