What are the responsibilities and job description for the Customer Service Representative position at Standex Electronics?
The Customer Service Representative (CSR) is responsible for managing customer orders from entry through delivery, ensuring accurate processing, proactive communication, and timely issue resolution. The CSR serves as the primary point of contact for customers and plays a key role in delivering a high-quality customer experience by coordinating effectively across Sales, Planning, Procurement, Operations, Shipping, and Finance.
What You’ll Do
Order Management & Customer Communication
- Own customer orders from entry through delivery, including issue resolution and escalation
- Enter and manage orders in ERP, ensuring accuracy of part numbers, quantities, pricing, and delivery requirements
- Proactively communicate order confirmations, changes, delays, and delivery updates to customers
- Serve as the primary point of contact for all order-related customer inquiries
- Ensure a high-quality customer experience through reliability, responsiveness, and ownership
Order Follow-up & Coordination
- Proactively track order status and communicate updates on availability, lead times, backorders, and shipment dates
- Coordinate with Planning, Procurement, and Operations to obtain accurate and timely order status information
- Identify, escalate, and communicate delivery risks in a timely manner
- Participate in cross-functional alignment to stay ahead of potential delivery issues
- Build strong working relationships across functions to ensure alignment on customer commitments
Logistics Coordination
- Ensure customer routing instructions are captured and applied correctly
- Coordinate shipment-related requirements with Shipping/Logistics teams
- Coordinate and communicate expedited shipment requests in alignment with business priorities
Credit & Billing Coordination
- Coordinate with Finance on credit holds, prepayments, and invoicing discrepancies
- Support timely resolution of billing and payment-related issues
Returns & Issue Resolution
- Manage return material authorizations (RMAs) and customer complaints
- Coordinate with Quality and Operations to resolve issues and provide timely feedback to customers
- Take ownership of issues end-to-end and ensure resolution, even when cross-functional coordination is required
Data & Process Discipline
- Maintain accurate customer and order data in ERP/CRM systems
- Follow established processes to ensure data accuracy and compliance with KPIs
Prioritization & Decision Making
- Prioritize customer requests and orders based on business impact and urgency
- Make informed decisions on escalations and communication in alignment with business priorities
Continuous Improvement
- Support improvements in order-to-cash processes, communication flow, and overall customer experience
What You’ll Bring
- 1–3 years of experience in customer service, order management, or similar role in manufacturing or distribution
- Experience with ERP systems and order entry processes
- Strong written and verbal communication skills
- Strong attention to detail and organizational skills
- Ability to work independently and cross-functionally in a fast-paced environment
- Ability to manage ambiguity and adapt in an evolving operational environment
What We Value
- Experience in electronics, industrial manufacturing, or distribution
- Familiarity with technical products and documentation (basic level)
- Experience in high-volume operational environments
Success Measures
- High order accuracy
- Proactive and timely customer communication
- Effective and timely issue resolution
- Contribution to on-time delivery and overall customer satisfaction
- Reduction in order-related escalations