Customer Service Representative

Job Title: Customer Service Representative
Reports To: Customer Service Manager

Position Summary:
The Customer Service Representative (CSR) supports assigned customer accounts by serving as
a liaison between customers and internal departments, including Sales, Production, Shipping,
Operations, and Finance. The CSR develops strong relationships to maintain and grow customer
satisfaction while leading projects and ensuring timely completion.

Key Responsibilities:

Safety & Professionalism:
o Adhere to company safety policies and procedures.
o Conduct activities with professionalism, prioritizing customer satisfaction.

Customer Support:
o Act as a liaison between customers and internal departments to meet customer
needs.
o Build strong internal relationships to ensure efficient, timely, and accurate
responses to customer expectations.

Order Management:
o Process customer orders, manage new item setups, and maintain accurate records
using various technology systems.
o Track orders, handle changes or expedited requests, and communicate updates to
stakeholders.

Quotes & Pricing:
o Enter information into estimating systems, request quotes, and provide formal
pricing to sales and customers.
o Ensure accurate product pricing and manage cost-benefit checks to optimize
margins.

Inventory & Delivery Coordination:
o Manage warehouse inventory levels, ensuring availability while minimizing
overruns/underruns.

o Coordinate delivery schedules with internal teams and communicate updates to
customers.

Complaint Resolution:
o Address customer concerns, escalating issues to Sales or Management when
necessary.

Administrative Tasks:
o Maintain customer files, generate reports, and distribute them as needed.
o Coordinate accounting credits and track external manufacturing orders.

Continuous Improvement:
o Foster a culture of continuous improvement, focusing on cost control and waste
reduction.

Qualifications:

Experience:
o Minimum 2 years in customer relations or related fields.
o Experience in a manufacturing environment preferred.

Skills:
o Strong communication (written and verbal) skills in English.
o Proficient in computer applications and administrative functions.
o Problem-solving and decision-making abilities.

Education:
o High school diploma or equivalent required; some college preferred.
o A two-year degree is preferred; a four-year degree in a related field is desired.

Competencies:
• Administrative Efficiency: Attention to detail and technical expertise.
• Customer Focus: Commitment to quality and customer satisfaction.
• Communication: Clear, effective communication and active listening.
• Interpersonal Skills: Build relationships and demonstrate organizational awareness.
• Self-Management: Maintain professionalism, adaptability, and self-control under
pressure.
• Motivation: Exhibit drive, positivity, and commitment to success.