Manufacturing Customer Service Representative

Job Description

Job Description

Manufacturing Customer Service Representative

Our Mission

At ATI, we don’t just manufacture high-quality products-we build lasting partnerships.  Our precision-engineered solutions sere commercial, residential, architectural, and industrial sectors worldwide.  We believe every customer interaction is an opportunity to strengthen trust, solve problems, and help our partners succeed.

The Impact You'll Make

You’ll be the central link between our customers, sales teams, production and logistics.  You’ll ensure orders are processed accurately, timelines are met, and shipments arrive as promised.  Your role will directly influence customer satisfaction, repeat business, and ATI’s reputation for excellence.

Role and Responsibilities

Order Management

1. • Provide formal quotes, process purchase orders, verify pricing, check inventory levels, an input high-volume date accurately.
   • Handle orders – accurately enter information into system, troubleshoot issues and work with production regarding fulfillment.
   • Process sample requests and set up new customer accounts in the ERP system.

Logistics Coordination

1. • Coordinate with Logistics providers to provide customers with shipping quotes and track shipments
   • Manage discrepancies in shipping such as shortages/damages.

Problem Solving

1. • Coordinate with production, shipping, and quality control teams to ensure orders are fulfilled accurately and on time.
   • Troubleshoot order or product issues, offering solutions that protect both customer relationships and operational efficiency.
   • Serve as the primary point of contact for assigned sales representatives, distributors, and customers via phone, email, etc.
   • Proactively follow up with customers after delivery to ensure satisfaction and identify opportunities for improvement.

Administration

1. • Maintain accurate records in our ERP system, ensuring data integrity for order tracking and reporting.
   • Compute price, discount, commissions and shipping charges as required.
   • Process credits, returns, and other administrative documents as needed

What You'll Bring

1. • 2+ years of customer service experience in a manufacturing environment
   • Strong communication skills—both written and verbal—with the ability to explain technical details in a customer-friendly way.
   • Experience using ERP or CRM systems (e.g., Epicor or equivalent) to manage orders and customer data.
   • Problem-solving abilities and experience staying calm under pressure when timelines are tight and resolution is necessary.
   • A collaborative mindset—you thrive when working closely with cross-functional teams.

Why You'll Love It Here

1. • Competitive pay and comprehensive benefits, including health, dental, and vision coverage, paid time off and holidays
   • A supportive team culture where your ideas are heard and valued.
   • Opportunities for professional growth, including training on manufacturing processes and systems.

ATI Decorative Laminates is a manufacturing leader specializing in innovative interior surfaces for walls and ceilings. Serving the contract, hospitality, and retail markets, we create solutions that go beyond the surface to address the unique challenges of the architecture and design community. From concept to completion, our team delivers unmatched adaptability and exceptional results.

Company Description

ATI Decorative Laminates is a manufacturing leader specializing in innovative interior surfaces for walls and ceilings. Serving the contract, hospitality, and retail markets, we create solutions that go beyond the surface to address the unique challenges of the architecture and design community. From concept to completion, our team delivers unmatched adaptability and exceptional results.