Customer Service Representative

Impact Electronic Solutions - Grants Pass Location (ESAM) - Position Description

The Customer Service Representative serves as a key liaison between customers, Sales, and internal manufacturing teams within Impact Electronic Solutions' wire harness, cable assembly, electromechanical assembly, and electronics manufacturing environment. This position is responsible for supporting customer accounts throughout the order lifecycle, including order entry, order verification, order tracking, delivery coordination, and ongoing customer communication.

The Customer Service Representative builds and maintains positive customer relationships by providing timely, accurate, and professional support while coordinating internally to balance customer requirements with manufacturing capabilities and business needs. The position also maintains customer records, supports customer portals and reporting requirements, and performs general administrative and front-office responsibilities as needed.

Essential Duties and Responsibilities

• Maintain a positive, professional, and solutions-focused approach when interacting with customers, prospective customers, Sales representatives, employees, visitors, and other business partners.
• Serve as a primary point of contact for assigned customer accounts and respond to customer inquiries through email, phone, customer portals, and other approved communication channels.
• Process and verify customer sales orders, ensuring order information, requirements, quantities, pricing, delivery dates, and other applicable information are accurately entered into company systems.
• Monitor customer orders throughout the order lifecycle and coordinate with Production, Planning, Materials, Quality, Shipping, Sales, and other departments as necessary to support customer requirements.
• Proactively communicate order status and potential delivery concerns to customers and Sales representatives. Potential delays must be communicated as soon as they become known.
• Process requests for quotations, customer forms, applications, documentation, and other customer requests accurately and within established customer response standards.
• Enter and maintain accurate customer and prospective customer information within the Customer Relationship Management (CRM) system and other applicable business systems.
• Maintain accurate records of customer interactions, transactions, commitments, comments, complaints, and other relevant account activity.
• Learn and effectively manage customer portals, including order information, documentation, reporting, scorecards, and other customer-specific requirements.
• Coordinate with Sales representatives regarding assigned accounts and provide appropriate visibility to significant customer communications, concerns, opportunities, and account activity.
• Work with Sales representatives and customers to obtain and monitor customer performance scorecards and communicate relevant results internally.
• Collaborate effectively with internal departments to resolve customer concerns, support delivery commitments, and improve the overall customer experience.
• Identify opportunities to improve customer service processes, communication, workflow, and departmental efficiency and bring recommendations forward to management.
• Provide professional customer support with the goal of maintaining strong customer relationships and customer satisfaction.
• Greet customers, visitors, vendors, and members of the public professionally and provide front-office and switchboard support as assigned.
• Perform special assignments, administrative responsibilities, and other duties as required.

Customer Response Standards

The Customer Service Representative is responsible for maintaining timely and consistent communication with customers. Unless a customer-specific requirement establishes a more stringent standard, the following expectations apply:

• Initial Response: Customer emails, phone messages, portal communications, and other customer inquiries must be acknowledged within 4 working hours of receipt, even when a complete response or resolution is not yet available.
• Customer Complaints: Customer complaints must be acknowledged within 24 hours of receipt and promptly communicated to the appropriate internal parties for investigation and resolution.
• Resolution: Customer inquiries, requests, and concerns should be resolved within 48 hours of receipt whenever reasonably possible.
• Ongoing Updates: When an issue cannot be resolved within 48 hours, the customer must receive a status update at least every 48 hours until the matter is resolved or otherwise closed.
• Delivery Concerns: Known or anticipated delays that may affect a customer commitment or delivery date must be communicated to the customer and appropriate Sales representative as soon as the risk becomes known. Communication should not be delayed until the committed delivery date.
• Internal Follow-Up: The Customer Service Representative is responsible for actively following up with internal departments when information is needed to respond to a customer and for escalating unresolved or time-sensitive issues when necessary.

Meeting established customer response standards is an essential responsibility of the position.

Qualifications

• High school diploma, GED, or equivalent required.
• Additional education, training, or previous experience in customer service, account management, manufacturing, or a related field is preferred.
• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple customer requests, deadlines, and changing business needs.
• Ability to remain professional and composed when working with customers experiencing concerns, delays, or other stressful situations.
• Comfortable using computers and business software, including Microsoft Office applications.
• Ability to learn and navigate ERP, CRM, customer portals, and other business systems.
• Ability to work collaboratively across departments in a manufacturing environment.
• Ability to exercise appropriate judgment when communicating customer commitments, concerns, and business information.

Safety and Workplace Responsibilities

• Understand, follow, and support Impact Electronic Solutions' safety policies, procedures, and workplace requirements.
• Follow applicable quality, security, confidentiality, and customer-specific requirements.
• Participate in continuous improvement efforts and identify opportunities to improve departmental efficiency, customer service, and internal processes.

Our ACE Values

At Impact Electronic Solutions, our ACE values guide how we work, solve problems, and support one another. Employees are encouraged to demonstrate these values throughout their experience:

Accountability - Own your commitments and follow through.

Collaboration - Work as one team, communicate, and help solve problems.

Empowerment - Ask questions, bring ideas forward, and take initiative within your role.

Benefits:

• 401(k) with 3% company match
• Health, Dental, and Vision Insurance
• Life insurance
• Short Term Disability Insurance
• Paid time off
• Sick time

Schedule:

• Monday- Friday 5:00am-1:30pm
• OT is required, as needed. OT Hours: Mon-Thursday 2 hours immediately following shift, and Sat.

Education:

• High school or equivalent (Preferred)

Work Location: One location