Customer Service Representative

Customer Relationship Management

Serve as the primary contact for assigned customer accounts. Develop and maintain strong, professional customer relationships. Understand customer ordering practices, product requirements, inventory needs, and delivery expectations. Respond promptly to customer inquiries, requests, and concerns while ensuring timely resolution.

Order Entry & Fulfillment Coordination

Process and manage customer orders, changes, cancellations, sample requests, expedited orders, diversions, and special requests. Review orders for inventory availability, pricing, production schedules, credit status, transportation requirements, and quality considerations. Coordinate with internal departments to ensure timely and accurate order fulfillment.

Internal & External Coordination

Collaborate with Sales, Product Management, Credit, Logistics, Shipping, Quality, Manufacturing, Planning, and other departments. Ensure customer requirements and business commitments are communicated accurately and promptly. Facilitate effective cross-functional communication to support customer success.

Proactive Customer Communication

Keep customers informed of any issues that may impact shipments, inventory, costs, or service commitments. Communicate delays, shortages, manufacturing impacts, pricing changes, and supply chain disruptions. Provide updates on revised shipment schedules, potential solutions, and resolution plans. Maintain communication through final issue resolution.

Problem Solving & Continuous Improvement

Investigate and resolve customer service, inventory, order, production, and transportation issues. Analyze information to identify root causes and recommend corrective actions. Escalate issues when additional resources or approvals are needed. Identify and support process improvement opportunities that enhance customer experience and operational efficiency.

Inventory & Supply Management

Monitor customer-owned, consignment, VMI, and terminal inventory levels as applicable. Coordinate replenishment activities and inventory transfers. Work closely with Planning to maintain appropriate inventory levels and reduce supply risk. Review aged inventory and take action consistent with company policies and customer agreements.

End-to-End Customer Ownership

Take ownership of customer issues from identification through final resolution. Ensure consistent follow-up with customers and internal stakeholders. Exercise sound judgment while balancing customer needs with operational requirements. Maintain a strong focus on customer satisfaction, accountability, and service excellence.

Qualifications

Education & Experience: Associate's degree or Bachelor's degree preferred. 4-6+ years of customer service, order management, manufacturing, supply chain, or related experience preferred. Experience supporting customers in a manufacturing environment is a plus.

Technical Skills

Proficiency with: Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft Teams, Microsoft Power BI. Ability to learn and effectively utilize ERP, CRM, inventory management, and order management systems. (Conexiom a plus)

Required Competencies

Strong organizational and multitasking skills. Excellent attention to detail and accuracy. Strong analytical, problem-solving, and decision-making abilities. Outstanding written and verbal communication skills. Ability to work effectively in a fast-paced, cross-functional environment. Customer-focused mindset with a strong sense of urgency and accountability. Proven ability to manage multiple priorities while meeting deadlines.

Additional Requirements

Occasional travel may be required for customer visits, training, meetings, and business support activities.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.