Customer Service Representative

1. Job Summary

The Customer Service Representative supports Micronova’s operational and customer service objectives by serving as a central point of coordination between Sales, Production, Shipping, Technical Support, and customers. This role is responsible for the accurate entry and processing of customer purchase orders and for providing timely, professional responses to inquiries related to product availability, pricing, order status, and delivery timelines.

The Customer Service Representative collaborates cross-functionally to support efficient order fulfillment, maintains accurate customer and order data, and proactively engages internal departments to ensure customer requirements are met. This position contributes to overall operational effectiveness and customer satisfaction by demonstrating strong attention to detail, accountability, and a commitment to service excellence.

2. Essential Duties and Responsibilities

· Accurately process and enter customer purchase orders received via EDI and email

· Maintain and update customer and order date within ERP systems to ensure accuracy and completeness

· Respond to customer inquiries regarding product availability, order status, shipment tracking, and returns

· Coordinate with Shipping to support order fulfillment, including verification, of shipping methods and preparation of shipping documentation

· Facilitate communication between Sales, Marketing, Production, Shipping and distributors to support order processing and customer needs

· Assist Sales and Marketing by providing data related to open orders, lead times, and shipment tracking

· Support the Return Goods Authorization (RGA) process as needed

· Maintain a working knowledge of Micronova products, distributors, and end-user markets

· Answer and direct incoming phone calls and greet visitors as needed

· Show ownership in maintaining an effective Quality Management System (QMS) in accordance with ISO 9001 standards

· Adhere to following the Quality Management System (QMS) in accordance with ISO 9001 standards

· All other tasks as assigned

Note: This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

3. Qualifications

Minimal Qualifications include:

· Education

- High School Diploma or equivalent required

· Experience

- Experience in customer service, order processing, or administrative support preferred

· Skills/Knowledge

- Familiarity with ERP systems (order entry, invoicing, order status, and shipment tracking)

- Working knowledge of EDI systems (e.g., Redwave EDI) preferred

- Strong communication and customer service skills

- Strong problem solving and troubleshooting abilities

- High level of organization and attention to detail

- Ability to manage multiple tasks and priorities in a fast paced environment

- Proficiency in Microsoft Office (Word and Excel)

- Ability to collaborate effectively across departments

- Knowledge of quality systems and standards (ISO 9001) preferred

Preferred Qualifications include:

· Experience with Global Shop Solutions (GSS)

· Experience with Redwave Connect

· Experience in a manufacturing environment

· Understanding of distributor operations

4. Working Conditions

· Office Setting

5. Physical and Ergonomic Requirements

· Ability to remain in a stationary position for extended periods (sitting/standing)

· Ability to operate a computer and other office equipment

· Ability to occasionally lift up to 15 lbs. (with or without reasonable accommodation)

· Occasional bending, reaching, and filing as needed

6. Reports to

· Operations Support Manager and/or Customer Service Supervisor

7. Employment Type & Details

· Full-time

· Non-Exempt

8. At-Will Employment Disclaimer

Employment with Micronova Manufacturing is at will. This means that either the employee or the company may terminate employment at any time, with or without cause or notice, in accordance with applicable law. Nothing in this job description creates a contract or guarantee of employment.

Pay: $19.25 - $26.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person

Salary : $19 - $26