Customer Service Representative

Job Description

The Customer Service Representative - Foundry Sales serves as the primary customer service and sales-support contact for assigned accounts and prospects. This role partners closely with the National Accounts Manager and Business Development Managers to provide responsive, accurate, and solutions-oriented support throughout the customer lifecycle - from initial inquiry and quotation through order fulfillment and post-sale service. The position is expected to create a consistently positive customer experience while maintaining accurate information in CRM, ERP, and order-management systems.

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Responsibilities:

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• Serve as a primary point of contact for assigned foundry, OEM, and private-label customers, providing timely and professional support by phone and email.
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• Partner closely with the National Accounts Manager and Business Development Managers to support customer inquiries, account activity, new-business opportunities, and ongoing relationship management.
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• Support the RFQ and quotation process by gathering customer requirements, coordinating pricing and lead-time information, preparing or routing documentation, and tracking open items for follow-up.
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• Enter, maintain, and update customer, contact, quote, opportunity, activity, and follow-up information in CRM and related sales systems to ensure accurate visibility for the sales team.
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• Process and monitor customer orders, purchase orders, releases, changes, and confirmations; provide accurate pricing, lead times, ETAs, shipment status, and other order information.
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• Proactively communicate production delays, schedule changes, shipment issues, quality concerns, or other items that could affect customer commitments.
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• Coordinate with Foundry Operations, Scheduling, Engineering/Technical, Quality, Supply Chain, Shipping, and Finance to resolve customer needs and ensure commitments are understood and addressed.
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• Investigate and help resolve customer complaints, returns, credits, shipping discrepancies, documentation requests, and other service issues, escalating when appropriate while maintaining ownership of customer follow-up.
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Qualifications:

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• Minimum 3 years of customer service, order management, inside sales support, or account support experience in a durable-goods, manufacturing, industrial, automotive, or similar B2B environment.
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• Demonstrated experience supporting a sales organization and working directly with business customers on orders, pricing, lead times, delivery expectations, and issue resolution.
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• Hands-on experience using CRM software to maintain customer information, sales activity, opportunities, follow-up actions, and account history.
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• Experience with ERP and order-management systems required; Oracle experience is preferred.
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• Excellent verbal and written communication skills with a demonstrated ability to maintain a positive, professional, and solutions-oriented customer interface, including during escalations or service disruptions.
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• Strong organizational skills, attention to detail, follow-through, and ability to manage multiple customer priorities in a fast-paced manufacturing environment.
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• Strong problem-solving skills and a sense of urgency, with the ability to coordinate across departments and drive issues to resolution.
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• Proficiency in Microsoft Excel, Word, Outlook, and Adobe; ability to learn and navigate multiple software applications efficiently.
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• High school diploma or equivalent required; associate or bachelor degree in business or a related field is preferred.
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• Experience supporting foundry, casting, automotive OEM, engineered products, or make-to-order manufacturing customers is preferred.
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Physical Requirements:

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This is primarily a sedentary role that requires extended periods of sitting at a desk and regular use of a computer, including typing and navigating between software applications. The position requires frequent communication with customers and internal teams by phone, email, and other electronic systems.