What are the responsibilities and job description for the Customer Service Representative position at Sargent Metal Fabricators?
Job Title: Customer Service Representative
Classification: Salary/Exempt
Reports to: Customer Service Account Manager
SUMMARY
The Customer Service Representative serves as a primary point of contact for customers and plays a critical role in ensuring accurate order processing, clear communication, and on-time delivery. This position requires strong attention to detail, organization, and collaboration across departments to ensure customer orders are processed efficiently and meet all specifications.
DUTIES AND RESPONSIBILITIES
Primary Functions
- Accurately enter and process customer purchase orders, ensuring all order details, specifications, pricing, and delivery requirements are correct.
- Review and validate customer POs for accuracy and completeness prior to order release.
- Respond promptly and professionally to customer inquiries regarding order status, pricing, lead times, and shipping details.
- Process orders in a timely manner while understanding material flow, capacity, and supply chain constraints.
- Monitor orders throughout the fulfillment process and coordinate with logistics and shipping teams to ensure on-time delivery.
- Work closely with sales, production, manufacturing, and shipping teams to maintain order accuracy and visibility.
- Collaborate with sales and supply chain teams to support timely order fulfillment and customer satisfaction.
- Resolve order-related issues including changes, cancellations, discrepancies, shortages, and delivery concerns.
- Maintain accurate and up-to-date records in the order management and ERP systems.
- Review inventory availability and provide customers with shipping timelines and pricing information as needed.
Secondary Functions
- Build and maintain strong, long-term customer relationships to support retention and repeat business.
- Maintain accurate customer account records and documentation.
- Identify recurring or complex issues and escalate them to appropriate internal teams.
- Maintain a high level of professionalism and establish positive rapport with every customer interaction.
QUALIFICATIONS
- High School diploma or equivalent.
- College degree preferred but not required.
- Minimum of two (2) years of customer service or order management experience.
- Experience working cross-functionally with team members at all levels of the organization.
- Manufacturing or industrial environment experience strongly preferred.
- Strong organizational, time-management, communication, and problem-solving skills.
- Proficiency with ERP systems and standard office software.
- Proficient in Microsoft Office.
Purpose Statement
“We exist to provide opportunities for our team to THRIVE personally and professionally and join in helping our community.”
Core Values
- Positive attitudes are contagious.
- Success comes from humility, integrity, and hard work.
- Always do the right thing.
- Strive for excellence in serving our customers, teammates, and community.
- Bias for action.
- Honor God above all else.
This job description is to outline the primary duties, qualifications, and job scope, but not be limited to the assigned responsibilities listed. It is our expectation that each team member offers their services whenever necessary to ensure the success of Sargent Metal.