Customer Service Representative

Overview

We are seeking a dedicated and personable Customer Service Representative to join our team. This role involves providing exceptional support to clients, handling inquiries, and ensuring customer satisfaction across various communication channels. The ideal candidate will possess strong communication skills, be detail-oriented, and capable of managing multiple tasks efficiently. This position offers an opportunity to develop your skills in a dynamic and supportive workplace while delivering outstanding client services.

Responsibilities

• Serve as the main liaison between customers, sales and production.
• Manage & track customer orders, ensuring on-time delivery and accuracy.
• Process quotations, order entries (contract review) and change requests.
• Communicate lead times, order status and production updates proactively.
• Respond promptly and professionally to customer inquiries via phone or email.
• Assist customers with product information, order processing, and issue resolution.
• Manage data entry tasks accurately.
• Maintain detailed records in ERP/CRM systems.
• Assist with continuous improvement initiatives to enhance customer satisfaction and efficiency.
• Manage upkeep and updates to the Productivity Metrics.
• Manage and maintain product usage reports by sales dollars and volume.
• Maintain detailed records of customer interactions and transactions.
• Provide feedback on common customer issues to help improve service quality.
• Uphold excellent phone etiquette and communication standards at all times.
• Collaborate with team members to ensure seamless client support and service delivery.
• Other duties as assigned by Supervisor.

Qualifications

• Experience; 3 years in customer service or account management role within a manufacturing setting, (preferably electronics, wire harness or similar industry experience or knowledge).
• Strong communication skills, both verbal and written, with excellent phone etiquette.
• Proficiency in Microsoft Office Suite (Word, Excel) and general computer skills.
• Ability to perform data entry accurately and efficiently.
• Good analysis skills for understanding customer needs and resolving issues effectively.
• Ability to work in a fast-paced environment while maintaining professionalism and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Maintains Order Entry Module with up-to-date customer requirements which shall include part numbers, purchase quantities, PO's, ship dates and shipping requirements.
• Responsible for verifying customer orders and revision levels within the ERP system.
• Update manufacturing on all new or changed orders.
• Responsible for printing packing slips for all shipments
• Responsible for the invoicing of all shipped orders within 24 hours of shipment.
• Responsible for receiving and resolving customer complaints.
• Inform customers of prices, changes, shipping dates and delays on a timely basis.
• Responsible for receiving and distribution of customer prints and changes
• Responsible for initiating Engineering Change Notices on customer changes.
• Manage all customer files, customer purchase orders, correspondences, and obsolete quotes.
• Primary Backup to answering phones.
• Sales Backup when Sales Manager is out of the office

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person

Salary : $40,000 - $80,000