What are the responsibilities and job description for the Customer Service Representative position at Penn Engineering?
Position Title: Customer Service Representative
Reports to (Title): Customer Service Manager
Date: May 22nd, 2025
Department: Operations
Location: Shelby Township, Michigan
POSITION SUMMARY:
At PennEngineering, we innovate and collaborate to make the world a better place. You can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every employee that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.
We are seeking a motivated and detail-oriented Customer Service Representative to support our growing team at our industrial press brand, Haeger. This role serves as a critical link between our customers and internal departments, ensuring a seamless experience from order placement through shipment and post-sale support. Ideal candidates are proactive communicators who thrive in fast-paced, technical environments and are comfortable juggling multiple tasks and deadlines.
Join us as we build the future in Manufacturing and Engineering!
Key Responsibilities
- Accurately enter and process customer orders into the ERP system in a timely manner.
- Serve as the primary point of contact for customers via phone and email regarding order status, delivery timelines, and general inquiries.
- Coordinate with the materials and production planning teams to confirm lead times and availability.
- Arrange logistics and schedule Less-Than-Truckload (LTL) freight shipments for outbound machinery orders.
- Prepare and manage customer quotations and follow through with updates and confirmations throughout the purchasing lifecycle.
- Support outside sales representatives, distributors, and end-users by providing technical product information and assistance.
- Collaborate cross-functionally with manufacturing, engineering, and finance teams to address and resolve customer concerns.
- Proactively escalate critical customer feedback, complaints, or sales opportunities to the appropriate internal team members.
- Maintain accurate customer records and communications in CRM and ERP platforms.
- Uphold a high standard of customer service by demonstrating a positive, professional, and empathetic attitude at all times.
- Contribute to department initiatives and performance goals through effective teamwork and communication.
Qualifications:
Qualifications
Required Skills and Experience:
- High School diploma or equivalent; associate or bachelor’s degree preferred.
- Minimum of 2 years’ experience in a customer service role, ideally within a manufacturing or industrial environment.
- Strong interpersonal and written/verbal communication skills.
- Demonstrated ability to manage multiple priorities and deliver results under pressure.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with JD Edwards or similar ERP systems preferred.
- Solid organizational skills and attention to detail.
- Capable of working independently as well as in a collaborative team environment.
- Basic understanding of order fulfillment, logistics, or supply chain processes is a plus.
Preferred Qualifications:
- Experience supporting technical or engineered products.
- Familiarity with CRM systems (e.g., Salesforce, HubSpot).
- Understanding of freight/shipping terminology (e.g., LTL, FTL, Bill of Lading).
- Prior involvement with distributor or channel-based sales support.