Customer Service Representative (3029)

The Customer Service Representative serves as a key point of contact between customers and internal manufacturing operations. This role is responsible for managing customer inquiries, coordinating order fulfillment, and ensuring accurate communication regarding production schedules, order status, and delivery expectations. The CSR plays a critical role in maintaining customer satisfaction while supporting operational efficiency in a manufacturing environment. 

DUTIES AND RESPONSIBILITIES: 

1. Serve as primary contact for key customers, understanding when to escalate complex service issues 

1. Process, confirm and manage customer orders from ERP system entry through shipment, ensuring accuracy and timeliness 

1. Review customer requirements, specifications, and documentation for accuracy and compliance 

1. Coordinate closely with Production, Scheduling, Shipping, Quality, Engineering and Sales teams to communicate order status, product changes and resolve order issues 

1. Monitor open orders, back orders, and delivery commitments to ensure customer expectations are met 

1. Communicate production delays, shortages, or quality concerns to the customer proactively and professionally 

1. Maintain accurate records in ERP system and customer record management systems 

1. Identify trends or recurring issues and recommend process improvements 

1. Adhere to company policies, procedures, and confidentiality requirements 

1. Perform other related duties as assigned 

SPECIFIC DUTIES and RESPONSIBILITIES: 

1. Respond to customer inquiries via phone or email, providing accurate and timely information 

1. Resolve customer issues and complaints efficiently while ensuring a positive experience 

1. Escalate complex issues as needed 

1. Compile statistics and prepare various reports for management (Sales Forecasting, Past Due Reports, USMCA, etc.)  

1. Participate in ISO/QS activities, as required (Customer Surveys, internal audits, etc.) 

1. Assist in maintaining customer pricing in pricing database 

SKILLS EXECUTED: 

• Strong understanding of manufacturing processes, production scheduling, and order flow 

• Excellent communication, problem-solving, and organizational skills 

• Ability to manage multiple priorities in a fast-paced environment 

• Professional demeanor with strong customer-focused mindset 

• Ability to handle sensitive information with discretion 

EDUCATION & EXPERIENCE:  

• High school diploma or GED required; associate’s degree or equivalent experience preferred 

• 1 years of customer service experience, preferably in a manufacturing or industrial environment 

• Experience working with ERP systems and Microsoft Office applications