Senior Customer Service Representative

GENERAL JOB DESCRIPTION

The Customer Service Representative serves as the primary point of contact for assigned customer accounts, managing day-to-

day communication related to orders, schedules, and delivery commitments. This role requires a proactive, energetic approach

to coordinating with internal teams, resolving customer needs, and supporting accurate order management and on-time

delivery.

DUTIES & RESPONSIBILITIES

· Act as the primary point of contact for assigned customer accounts, independently managing day-to-day

communication related to orders, schedules, and delivery commitments.

· Take ownership of processing customer purchase orders, sales orders, and order revisions within the ERP system, ensuring

accuracy and efficiency.

· Coordinate with internal teams to support on-time delivery, provide order status updates, and resolve customer inquiries.

· Manage customer demand schedules, forecasts, and Just-In-Time (JIT) programs in alignment with production planning.

· Monitor order progress and proactively communicate schedule changes, risks, or delays.

· Support new product introduction (NPI) programs by coordinating order setup, documentation, and customer

requirements.

· Execute engineering change orders (ECOs) and configuration updates to ensure accurate order processing.

· Track delivery requirements, manage expedite requests, and resolve potential disruptions before they impact the

customer.

· Maintain accurate customer account information, pricing, and order records within the ERP system.

· Collaborate with cross-functional teams to resolve order issues, quality concerns, and delivery challenges.

· Provide order acknowledgements, shipment notifications, and timely status updates to customers.

· Follow up on quotes and support repeat order processing.

· Ensure compliance with customer specifications, quality standards, and company procedures.

· Build and maintain strong customer relationships through proactive communication, accountability, and a high level of

service.

· Contribute energy, initiative, and ideas that support continuous improvement within customer service and order

management processes.

EDUCATION, TRAINING & EXPERIENCE

· Associate’s or Bachelor’s degree in Business, Supply Chain, Operations, or a related field preferred; equivalent work

experience will be considered.

· 2–5 years of experience in customer service, account coordination, order management, or program support within a

manufacturing or contract manufacturing environment.

KNOWLEDGE, SKILLS & ABILITIES

· Experience using ERP systems (such as Epicor, SAP, Oracle, or similar) to manage orders, schedules, and customer

accounts.

· Working knowledge of manufacturing operations, production scheduling, and order fulfillment processes.

· Strong written and verbal communication skills with the ability to effectively interface with customers, program

managers, and internal teams.

· Highly organized with strong time-management skills and the ability to manage multiple priorities in a fast-paced

environment.

· Strong attention to detail and accuracy when managing customer orders, schedules, and documentation.

· Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.

· Proactive problem-solving skills with the ability to identify issues, communicate risks, and drive timely resolution.

· Ability to work both independently and collaboratively within a cross-functional team environment.

Salary : $85,000 - $100,000