Customer Service Representative / Value Stream Specialist

Job Description

Job Description

Description:

Position Summary

The Value Stream Specialist supports Acme’s customer-facing sales and service function by ensuring that orders are entered accurately, customers receive timely communication, and day-to-day operational issues are handled efficiently and professionally. This role sits inside the Sales organization reporting directly to the VP of Sales, and works closely with the Value Stream Coordinator to support assigned customer accounts.

This is a hands-on execution role for someone who is detail-oriented, service-minded, and comfortable working in a fast-paced manufacturing environment where the order book is dynamic, priorities shift, and customers expect a response the same day. The right candidate takes pride in accuracy, communicates proactively, and understands that their work is the foundation the rest of the customer relationship is built on.

For a motivated candidate, this role is an intentional step on the path to a Value Stream Coordinator seat — with direct exposure to the full commercial and operational cycle of a growing precision manufacturer.

Essential Responsibilities

Order Entry & Account Support

• Enter customer purchase orders and change orders into Made2Manage ERP accurately and on time — order data integrity is the foundation of everything else
• Review and confirm all incoming customer orders for accuracy, including pricing, part numbers, quantities, and delivery dates; flag discrepancies before they become commitments
• Acknowledge customer purchase orders and communicate confirmed delivery dates in accordance with Acme’s capacity and scheduling
• Maintain accurate customer, order, and product master data in the ERP system — clean records reduce errors downstream in manufacturing and shipping
• Support the Value Stream Coordinator on assigned accounts — handle routine order management tasks, prepare status updates, and flag issues requiring Coordinator attention
• Monitor Electronic Data Interchange (EDI) activity for established customers; identify and escalate discrepancies promptly

Customer Communication

• Serve as a day-to-day point of contact for assigned customer accounts on order status, shipment timing, and routine inquiries
• Communicate shipment delays, schedule changes, and delivery updates to customers proactively — before they call to ask
• Answer customer questions and coordinate the flow of information between the customer and appropriate Acme staff including Operations, Quality, and Shipping
• Maintain customer portals for assigned accounts — upload documentation, respond to portal inquiries, and keep order data current per customer requirements
• Escalate commercially sensitive issues, pricing disputes, and complaints requiring judgment or negotiation to the Value Stream Coordinator or VP of Sales

Expediting & Issue Support

• Expedite customer orders through manufacturing in coordination with Operations and Production Management — track open orders, flag at-risk delivery dates, and follow up to resolution
• Support resolution of order discrepancies, shipping errors, and routine customer complaints — coordinate with Quality, Shipping, and Operations to close issues cleanly
• Initiate return material authorizations (RMAs) and corrective order entries under Coordinator direction
• Identify constraints in meeting customer requirements and communicate them to the Coordinator early — don’t over-promise, flag the issue, and help develop a plan

Purchasing & Supply Chain Support

• Issue purchase orders and change orders for materials and services to support assigned value stream customers under Coordinator direction
• Participate in maintaining effective vendor relationships for raw materials and outside services; support routine supplier communication
• Track material throughout the supply chain to ensure on-time, accurate delivery — monitor open POs, flag overdue items, and escalate supplier performance issues
• Support inventory management activities including cycle counts, material movement, and inventory accuracy in the ERP system

ERP & Continuous Improvement

• Maintain ERP data integrity for assigned accounts — accurate order records, routing data, and scheduling inputs are a shared responsibility
• Support ERP process improvements identified by the Coordinator or VP of Sales — execute changes to parameters, work order management, and scheduling as directed
• Identify and flag process inefficiencies or recurring errors to the Coordinator for resolution
• Participate in cross-functional improvement initiatives at the intersection of Sales, Operations, and Supply Chain
• Perform other related duties as assigned by the VP of Sales or Value Stream Coordinator

Qualifications

Required

• Associate’s or Bachelor’s degree in Business, Operations Management, Supply Chain, or a related field — or equivalent combination of education and experience
• 1–3 years of experience in customer service, order management, inside sales support, or supply chain coordination in a manufacturing environment
• ERP proficiency — ability to enter, maintain, and retrieve order and inventory data accurately; Made2Manage preferred, any manufacturing ERP considered
• Excellent written and verbal communication skills in English — this role communicates with customers daily and represents Acme externally
• Strong attention to detail — order accuracy and data integrity are core to this role
• Ability to manage multiple open tasks simultaneously without dropping threads in a fast-paced environment
• Proficiency in Microsoft Office — Excel, Outlook, and Word at a minimum

Strongly Preferred

• Experience in a precision machining, contract manufacturing, or durable goods manufacturing environment
• Made2Manage ERP experience
• Familiarity with aerospace, defense, or industrial OEM customer expectations — portal, documentation, and communication requirements
• Experience with EDI systems and customer portal management
• Working knowledge of manufacturing terminology — work orders, routings, BOMs, castings, forgings — sufficient to communicate credibly with Operations and Engineering
• CSCP or CPIM designation or coursework — or active interest in pursuing either
• Experience with Projectmanager.com or similar project tracking tools

What We Offer

• Competitive hourly or salary rate commensurate with experience
• Medical, dental, and vision insurance starting Day 1 — no waiting period
• Company-paid life insurance and short- and long-term disability
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
• 401(k) with company match
• Paid vacation, sick time, and holidays
• Weekly pay
• Gainsharing bonus opportunities
• Employee Assistance Program
• Clean, safe, modern facility in Elk Grove Village, IL
• 75+ years of stability — founded in 1948, PE-backed, actively growing

About Acme Industries

Since 1948, Acme Industries has been a trusted precision manufacturer serving aerospace, defense, power generation, mining, and transportation markets from our facility in Elk Grove Village, Illinois. We are ISO 9001:2015 and AS9100D certified and specialize in large, complex machined castings and forgings for customers who cannot afford mistakes. We are actively building out our Sales and Customer Operations team to support significant revenue growth through 2028 and beyond.