Customer Service Representative

Job Description

Job Description

Customer Service Representative – Order Management

Location: Bradenton, FL

Pay Rate: $22.00–$25.00 per hour

Schedule: Monday–Friday, 8:00 a.m.–5:00 p.m.

Employment Type: Long-Term Temporary Assignment, 3–6 Months, with Potential for Permanent Hire

We are seeking an experienced and detail-oriented Customer Service Representative to support a manufacturing company in Bradenton, Florida. This position is responsible for managing customer orders, responding to product and delivery questions, preparing quotations, monitoring open orders, and coordinating with Sales, Production, Logistics, and Accounting.

The ideal candidate has experience in customer service, order entry, order management, inside sales support, or manufacturing customer service . Strong communication, organization, follow-through, and data-entry accuracy are essential. Experience using Syteline or another ERP/order management system is highly preferred.

• Respond promptly and professionally to customer inquiries received by phone and through the Customer Service email inbox.
• Enter, update, and maintain customer orders accurately in Syteline.
• Review orders for completeness and accuracy and resolve routine discrepancies.
• Provide customers with current information regarding products, pricing, availability, lead times, shipment status, and estimated delivery dates.
• Prepare routine customer quotations within established pricing guidelines.
• Coordinate pricing exceptions and other commercial questions with the appropriate Regional Sales Manager.
• Process order changes, modifications, and cancellations according to established procedures.
• Prepare and send order acknowledgements to customers.
• Monitor open orders and backlogged orders to ensure timely internal and customer follow-up.
• Coordinate with Production regarding material availability, production status, and expected completion dates.
• Communicate shipping dates, delays, order changes, and updated timelines to customers.
• Coordinate customer delivery requirements with Production and Logistics.
• Provide tracking information for shipments originating from Bradenton and other company locations.
• Process and follow up on drop-ship orders.
• Support daily invoicing activities and answer routine invoice-related questions.
• Process routine returns and exchanges and provide support with Return Merchandise Authorization (RMA) requests.
• Escalate complex customer complaints, pricing exceptions, operational concerns, and unusual situations to the Customer Experience Supervisor.
• Maintain accurate customer, order, pricing, and shipment information within company systems.
• Maintain working knowledge of company products, services, procedures, and current lead times.
• Communicate regularly with Regional Sales Managers regarding customer needs and order-related issues.
• Participate in Customer Service, Sales, Production, and departmental meetings as required.
• Collaborate across departments to resolve customer requests and maintain continuity of service.

• High school diploma or equivalent required.
• At least one year of experience in customer service, order management, order entry, inside sales support, or a related position preferred.
• Strong written and verbal communication skills.
• Excellent attention to detail and commitment to order-entry accuracy.
• Ability to manage multiple customer requests, priorities, and deadlines.
• Strong organizational, problem-solving, and follow-up skills.
• Ability to work effectively with Sales, Production, Logistics, Accounting, and other internal departments.
• Proficiency with Microsoft Office 365, including Outlook, Teams, Word, and Excel.
• English fluency, both written and spoken, required.

• Experience using Syteline or another ERP, CRM, or order management system.
• Customer service or order-processing experience within a manufacturing or distribution environment.
• Experience preparing quotations, monitoring backorders, coordinating shipments, or processing RMAs.
• Knowledge of HVAC, ventilation, or related mechanical products.
• French-language skills are helpful but not required.
• Key Measures of Success
• Accurate customer order entry and maintenance.
• Timely order processing and customer response.
• Accurate communication regarding order status, lead times, and shipping dates.
• Consistent monitoring and follow-up on open and backlogged orders.
• Timely completion of invoicing and administrative responsibilities.
• Professional resolution and follow-up of customer concerns.
• Strong collaboration with Sales, Production, Logistics, and Accounting.This is an excellent opportunity for a customer-focused professional who enjoys managing orders, coordinating across departments, and keeping customers informed throughout the order and delivery process.