Customer Service Representative

Job Description:

The Customer Service Representative serves as a primary point of contact for customers, supporting day-to-day communication and order coordination from receipt of the customer order through fulfillment. This role translates customer orders into accurate production Travelers, communicates customer priorities and order status, resolves routine order discrepancies, and maintains accurate customer information to support effective service and internal coordination.

Essential Functions:

• Manage daily customer communications via phone and email, providing timely, professional responses and ensuring a high level of customer service

• Receive and translate customer orders into accurate Travelers and supporting documentation

• Coordinate customer priorities across production, shipping, and customer service to ensure alignment

• Monitor order status and proactively notify customers of delays or changes affecting expected delivery

• Analyze and resolve routine order discrepancies related to order entry, order check-in, customer information, or documentation; escalate issues requiring additional support as appropriate

• Maintain accurate and detailed customer contact records, notes, and communication history

• Respond to incoming calls and inquiries, resolving routine questions or directing customers and callers to the appropriate resource

• Check in visitors, provide required safety information and personal protective equipment, and notify the appropriate employee of their arrival

• Support effective communication between customers and internal departments by providing accurate and timely customer information

• Identify opportunities for improvement and participate in process improvement initiatives.

• Recommend and assist with process improvement initiatives related to customer service and order processing

Safety:

• Comply with all company safety policies and OSHA regulations

• Use required personal protective equipment (PPE) when entering production areas

Competencies:

• Teamwork

• Customer Focus

• Communication Skills

• Attention to Detail

• Critical Thinking

• Problem Solving

• Time Management

• Organizational Skills

• Computer Proficiency

Supervisory Responsibility:

This position has no supervisory responsibilities.

Work Environment:

This role operates primarily in an office setting and routinely uses standard office equipment. Occasional exposure to a manufacturing environment is required, including adherence to PPE requirements. The noise level is moderate.

Physical Demands:

The physical demands described here are representative of those required to successfully perform the essential functions of this position, with or without reasonable accommodation.

• Regularly required to communicate effectively (talk and hear)

• Primarily sedentary; may require standing, walking, bending, or reaching

• Occasional lifting and moving of items up to 25 pounds using proper lifting techniques

• Vision requirements include close vision, depth perception, and focus adjustment

Position Type and Hours:

This is a full-time, non-exempt position eligible for overtime under the Fair Labor Standards Act (FLSA).

Work schedule:

• Monday through Friday: 8:00 AM – 4:00 PM

Additional hours may be required based on business needs.

Required Qualifications:

• High school diploma or GED

• Minimum of two years of customer service or inside sales experience

• Proficiency in Microsoft Office (Word and Excel)

Preferred Qualifications:

• Experience in a manufacturing environment

• Bilingual (Spanish) skills

Other Requirements:

• Reliable and professional communication skills

• Ability to work effectively in a fast-paced, results-driven environment

• Must possess valid driver license and own personal vehicle.

Other Duties:

This job description is not intended to be all-inclusive. Employees may be required to perform other duties as assigned.

Equal Opportunity & ADA Statement

Lake City Plating is an equal opportunity employer. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions.