Customer Service Representative

Position Summary:

The Customer Service Representative (OEM Customers) is responsible for managing and maintaining relationships with OEM customers by providing high-quality customer service and support. This role ensures customer requirements are met efficiently and effectively, including order processing, issue resolution, and coordination with internal departments to meet customer needs. Additionally, this position will work closely with the accounts and sales management team to align customer service efforts with overall business objectives, ensuring seamless communication and customer satisfaction.

Primary Duties and Responsibilities:

• Serve as the primary point of contact for OEM customers regarding inquiries, orders, and service requests.
• Ensure customer phone calls and emails are responded to professionally, promptly, and with accurate information.
• Process purchase orders, returns, and other customer transactions efficiently according to department guidelines.
• Maintain accurate customer account records, including order status, lead times, and shipping details.
• Assist in resolving logistical or technical issues for customers by coordinating with internal teams.
• Collaborate with the accounts and sales management team to address customer concerns, align on service strategies, and provide insight into customer needs.
• Support continuous improvement initiatives by identifying and implementing process enhancements for better service delivery.
• Work closely with production, logistics, and quality control teams to ensure customer needs are met.
• Provide proactive communication on order updates, potential delays, and issue resolutions.
• Assist in developing and maintaining customer service policies and procedures tailored to OEM customers.
• Track and report key performance indicators (KPIs) related to customer service efficiency and customer satisfaction.

Required Qualifications:

• Associate degree in business, supply chain, or a related field (or equivalent experience).
• 2-3 years of customer service experience in a manufacturing or OEM environment.
• Strong verbal and written communication skills.
• Excellent problem-solving and organizational abilities.
• Ability to work in a fast-paced environment while managing multiple priorities.
• Proficiency in Microsoft Office Suite and ERP/CRM systems (SAP preferred).
• Strong attention to detail with a focus on accuracy and efficiency.

Physical Requirements & Work Environment:

• Prolonged periods of sitting at a desk and working on a computer.
• Occasional travel as required.
• Occasional walking or standing to complete tasks.
• Must be able to lift 10-15 pounds occasionally.
• Standard office environment with moderate noise levels.

Job Type: Full-time

Benefits:

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

Ability to Commute:

• Clanton, AL 35045 (Preferred)

Work Location: In person