Customer Service Representative

Position Mission: The Customer Service Representative (CSR) delivers exceptional service by addressing customer inquiries and concerns with professionalism and efficiency. The CSR collaborates with internal teams like Production, Sales, and Purchasing to meet customer needs while supporting operational goals. Using an ERP system and best practices, the CSR provides prompt, courteous support, contributing to customer satisfaction, efficiency, and profitability.

Compensation: $48,000 to $68,000

Revision Level: R1 (2/21/2025)

Essential Roles and Responsibilities Overview:

• Accurately enter and maintain customer orders, changes, and status updates while ensuring data integrity and confidentiality.
• Process new orders and modifications within the ERP system, generating reports as needed.
• Provide order acknowledgments and maintain strong relationships with Sales, Accounting, Shipping, and Manufacturing for smooth order processing.
• Respond to calls, emails, and inquiries regarding order status, lead times, and issue resolution.
• Coordinate with production, shipping, and carriers to track and expedite shipments.
• Identify and resolve delivery issues by collaborating with internal teams.
• Ensure timely and cost-efficient order fulfillment.
• Drive demand, forecasting improvements to enhance customer visibility.
• Process billing and invoicing data accurately.
• Develop product knowledge to effectively assist internal and external customers.
• Resolve customer issues, improve processes, and enhance efficiency.
• Participate in ongoing training to stay updated on new parts, standards, and customer needs.
• Communicate special labeling requirements to the shipping department.
• Handle customer disputes, returns, credits, and price adjustments per policy.
• Maintain professional and courteous communication with customers and team members.
• Foster long-term customer relationships and relay feedback for continuous improvement.
• Share knowledge through training, verify accuracy in assigned tasks, and identify areas for improvement.

Qualifications & Experience:

• High school diploma or GED required.
• Minimum of three years of customer service experience, preferably in manufacturing with sheet metal stamping, fabrication, powder coating, and/or assembly in a low-to-high-volume, high-mix environment.
• Proficient in computer and keyboarding skills with advanced knowledge of NAV/ERP systems and Microsoft Office applications.
• Strong verbal and written communication skills to convey complex technical concepts in clear business terms.
• Excellent active listening skills, with the ability to fully engage in conversations, ask relevant questions, and understand key points.
• Ability to work both independently and collaboratively in a team while maintaining professionalism, clarity, and courtesy with customers.

Note: This position is required to work onsite at our facility.

Key Attributes:

• Demonstrates consistent attendance, maintains a well-organized work area, and provides accurate, timely feedback to team members and management.
• Capable of writing and presenting clear and professional memos, reports, emails, and presentations, with appropriate language and tone.
• Comply with company policies, ISO/TS16949 standards, and safety regulations.
• Accepts instructions and duties with a positive mindset, contributing to a collaborative work environment.
• Treats all employees with dignity, maintaining professionalism, integrity, and a positive attitude.
• Exemplifies positive behaviors and company values, serving as a role model for peers and managers.
• Actively upholds and supports company values (Integrity, People, Customer, Leadership, Safety, and Problem-Solving).

Benefits Overview:

• Competitive pay based on experience
• Health Insurance
• Dental and Vision Insurance
• Paid Time Off and Paid Company Holidays
• Employer Paid Basic Life Insurance
• Voluntary Life Insurance for Employee, Spouse, and Child(ren)
• 401(k) with Company Match
• Employer Paid Short Term and Long Disability Insurance

T&D Metal Products is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and do not discriminate based on race, color, religion, sex, national origin, disability, age, veteran status, or any other protected status.

Job Type: Full-time

Pay: $48,000.00 - $68,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• This role requires consistent attendance and punctuality. Are you able to meet these expectations?
• Have you worked in a role supporting manufacturing, logistics, or production teams?
• This position requires frequent communication with customers, production, and shipping to manage orders and resolve issues. How do you ensure accuracy and professionalism when handling order changes or delays in a fast-paced manufacturing environment?
• Do you require visa sponsorship now or in the future to work in the United States?

Experience:

• Microsoft Excel: 2 years (Required)
• Microsoft Dynamics Navision: 1 year (Preferred)
• multiple customer account: 2 years (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Watseka, IL 60970 (Required)

Work Location: In person

Salary : $48,000 - $68,000