What are the responsibilities and job description for the Customer Service Representative position at Spectrum Staffing Services?
SUMMARY
Serve as the primary point of contact for an assigned customer portfolio—owning order accuracy, quote coordination, and cross-functional communication to ensure an exceptional customer experience. Partner closely with sales, quality, engineering, and manufacturing to expedite orders, maintain data in CRM/ERP, and translate customer needs into on-time delivery and measurable account growth.
RESPONSIBILITIES
- Act as the day-to-day liaison for assigned accounts; coordinate with quality, engineering, and production to resolve issues quickly.
- Review incoming orders for completeness and accuracy; coordinate order entry and communicate requirements to internal teams.
- Prepare, deliver, and follow up on customer quotes and proposals; manage quote activity and maintain CRM records.
- Monitor account health and scorecards; analyze trends, forecast demand, and recommend actions to improve performance.
- Proactively expedite orders to meet customer timelines and drive on-time delivery.
- Maintain customer data across ERP and CRM systems; ensure data hygiene and reporting completeness.
- Support field sales and internal stakeholders with timely information, documentation, and portal/scorecard management.
- Collaborate with leadership to mine customer data for prospecting opportunities and more efficient sales workflows.
- Periodically visit customer sites to strengthen relationships and gather feedback (up to ~10% travel).
QUALIFICATIONS
- 5 years in a customer service, account management, or order management role with a strong customer-first mindset (manufacturing environment preferred).
- Working knowledge of factory/production workflows and engineered solutions; comfortable translating technical details for customers.
- Proficient with Microsoft Office, Teams, and CRM platforms; experience with ERP order processing and data maintenance.
- Skilled in pricing/negotiation fundamentals and quote management; able to prepare and present proposals.
- Clear, professional communication skills—virtual and in-person—with strong follow-through.
- Highly organized multitasker with the ability to prioritize, troubleshoot, and make sound decisions quickly.
- Curious, collaborative, and coachable; thrives in a fast-moving, cross-functional setting.
