Customer Service Representative

Customer Service Representative

The Customer Service Representative (CSR) serves as the primary point of contact for customers by providing exceptional service throughout the order fulfillment process. This position is responsible for entering and managing customer orders, coordinating with internal departments, resolving customer inquiries, and ensuring timely and accurate communication regarding orders, shipments, and account needs.

Essential Duties and Responsibilities

Customer Service

• Serve as the primary point of contact for assigned customer accounts.
• Respond promptly and professionally to customer inquiries via phone and email.
• Build and maintain positive customer relationships through exceptional service.
• Resolve customer concerns by coordinating with appropriate internal departments.
• Provide product availability, pricing, shipping, and order status information.

Order Management

• Enter customer orders accurately into the ERP system.
• Review orders for accuracy, pricing, product availability, and shipping requirements.
• Process order changes, cancellations, and revisions as needed.
• Monitor open orders and communicate any delays or scheduling changes.
• Ensure customer-specific requirements are accurately documented and followed.

Coordination

• Work closely with Production, Scheduling, Shipping, Logistics, Purchasing, Quality, and Sales to meet customer expectations.
• Coordinate expedited shipments and special customer requests.
• Communicate inventory shortages or production delays to customers in a timely manner.
• Assist with customer forecasts and scheduling requirements.

Documentation & Administration

• Maintain accurate customer records and account information.
• Generate and review order acknowledgments, invoices, shipping documents, and reports.
• Process returns, credits, and customer complaints according to company procedures.
• Maintain organized electronic records and documentation.
• Assist with customer onboarding and account setup.

Continuous Improvement

• Identify opportunities to improve customer service processes.
• Participate in departmental meetings and training.
• Support company initiatives focused on customer satisfaction and operational excellence.
• Perform other duties as assigned.

Requirements

Required Qualifications

• High school diploma or GED required; Associate's degree preferred.
• One or more years of customer service, administrative, or manufacturing support experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Proficiency with Microsoft Office (Outlook, Excel, Word).
• Ability to manage multiple priorities while maintaining accuracy.
• Strong problem-solving and interpersonal skills.

Preferred Qualifications

• Experience in a manufacturing or industrial environment.
• Experience using ERP systems such as Microsoft Dynamics GP, SalesPad, SAP, Oracle, or similar.
• Knowledge of order processing, shipping, inventory, and production scheduling.
• Experience supporting business-to-business (B2B) customers.

Physical Requirements

• The employee must be able to sit for extended periods while working at a computer.
• Occasionally stand, walk, bend, or lift up to 20 pounds.
• Use a computer, keyboard, telephone, and other standard office equipment.