Customer Service Representative (Order Management)

Job Title: Customer Service Representative (Order Management)

Duration: 4 Months

Location: Rochester, NY 14605

Shift: start time 7-7:15 am / end time 3:30-4 pm

Pay Rate: $29-32/hr.

Products this site makes/assist with:
- High end revenue meters for power plants
- Transient records/fault recorders. trouble with electronic / power timestamps.
- Process instruments for hershey foods, disney, devices that regulate food temp.
- Alarm management light boxes in powerplants
- Metal shop work
- CNCS, operate drills, paint shop, pc board assembly for other divisions

- Support products made in Renosa, MX (switch products)
- Switch products - international trucks, forklifts




The customer service rep will assist customers with quotes for products, billing, entering orders, etc.




80 people work in the facility, not all work at the facility 5 days a week. Training in-person but could maybe be remote for 1-2 days a week after the contractor is fully trained-up.




Role is open because the past year there's been an increase in orders

Job Description

Role Overview

The Customer Service Representative (Order Management) plays a critical role in supporting the Inside Sales team by managing customer orders, processing inquiries, and maintaining positive customer relationships. This position requires strong attention to detail, excellent communication skills, and the ability to accurately process and manage orders in a fast-paced environment.

Core Responsibilities:

Order Management

• Process customer orders accurately using Oracle ERP or equivalent systems.
• Review orders for completeness, pricing accuracy, and compliance with company procedures.
• Maintain accurate customer and order records.

Customer Support

• Respond promptly to customer inquiries via phone and email.
• Provide updates regarding order status, lead times, and shipment schedules.

Cross-Functional Coordination

• Coordinate expedite requests and delivery priorities.
• Partner with Sales, Engineering, Production, and Operations to ensure customer requirements are met.

Skills Required

• Excellent verbal and written communication skills with a customer-first mindset.
• Strong attention to detail and accuracy in data entry and order processing.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office, particularly Excel.
• Experience navigating ERP systems and business processes.
• Strong analytical and problem-solving abilities.
• Ability to work independently while collaborating effectively across teams.

Experience and Education

Required

• High School Diploma or GED.
• 2+ years of customer service, order management, sales support, or administrative experience.
• Experience working within an ERP system.

Preferred

• Associate degree in Business, Operations, or a related field.
• Oracle ERP experience.
• Experience supporting industrial, manufacturing, utility, or technical customers.

Physical Requirements:

This position primarily involves sedentary work and may require:

• Sitting for extended periods.
• Occasional standing and walking.
• Reaching, bending, kneeling, and crouching as needed.
• Frequent use of computers, telephone, and office equipment.
• Communicating effectively through verbal and written interactions.