CSR

JOB DESCRIPTION CSR Decatur Job Title: Customer Service Representative Logistics - Location: Decatur, Alabama Manufacturing Plant On-Site Reports To: Shipping and Logistics Manager - Employment Status: Full-Time, Non-Exempt POSITION SUMMARY The Customer Service Representative Logistics serves as the primary connection among customers, the Decatur manufacturing plant, and the Charlotte Corporate Customer Service Team. This position manages customer orders from receipt through production coordination, shipment, invoicing, and payment follow-up for tire cord and automotive carpet products. The representative works closely with Logistics, Shipping, Production Planning, Manufacturing, Warehouse, Quality, Sales, Finance, and the corporate Customer Service Team to ensure accurate order processing, timely delivery, correct documentation, and professional resolution of customer concerns. ESSENTIAL JOB FUNCTIONS Customer Order Management Receive customer purchase orders, releases, forecasts, and shipment requests by email, EDI, customer portal, or other approved method. Review orders for accuracy and completeness, including customer and part numbers, product specifications, quantities, pricing, requested delivery dates, shipping locations, and shipping terms. Enter, update, and maintain customer orders in the companys ERP system accurately and promptly. Send order acknowledgments and communicate order status, availability, schedule changes, and potential delays to customers. Coordinate with Production Planning, Manufacturing, Quality, Warehouse, and Logistics to confirm product availability and shipment timing. Identify order discrepancies, capacity concerns, material shortages, or delivery risks and promptly escalate them to the appropriate plant and corporate personnel. Shipping and Logistics Coordination Coordinate customer shipments with the Decatur Shipping and Logistics Team. Confirm that finished products, packaging, labeling, customer documentation, and transportation arrangements meet applicable customer requirements. Prepare, review, or verify shipping documents, including bills of lading, packing lists, shipping labels, certificates, and advance shipping notices. Maintain accurate product, lot, order, and shipment information to support traceability requirements. Monitor shipments and provide customers with tracking information and delivery updates. Assist with expedited orders, premium freight situations, missed shipments, damaged shipments, shortages, and other delivery-related issues. Maintain communication with carriers, warehouses, and internal departments as necessary to support on-time delivery. Invoicing, Accounts Receivable, and Accounts Payable Prepare and issue accurate customer invoices promptly after shipment. Verify invoice information, including quantities, pricing, freight charges, customer purchase-order references, and payment terms. Submit invoices through approved customer portals, EDI systems, email, or other required methods. Follow up on outstanding customer payments and assist with resolving invoice discrepancies, deductions, short payments, and past-due balances. Process and document customer payments according to established Finance procedures and internal controls. Perform assigned accounts receivable and accounts payable activities related to the Paper Metal Shell account or business, including invoice review, reconciliation, documentation, and discrepancy resolution. Coordinate with the corporate Finance and Accounting teams regarding payment status, credit holds, account balances, invoice corrections, and approved credit or debit memos. Customer Support and Issue Resolution Serve as a professional and responsive point of contact for assigned customers. Respond to questions concerning orders, production status, inventory, shipments, invoices, payments, and delivery schedules. Document customer communications, commitments, complaints, and follow-up actions. Coordinate the resolution of delivery complaints, shortages, damaged products, returns, and nonconforming material concerns. Refer technical product or quality concerns to the appropriate Quality, Engineering, Sales, or Manufacturing team. Support return-material authorizations, customer claims, corrective-action requests, and replacement shipments as assigned. Maintain customer-specific requirements, contact information, shipping instructions, portal requirements, and related account records. Corporate and Cross-Functional Collaboration Work closely with the Charlotte Corporate Customer Service Team to maintain consistent customer service processes, documentation, and communication standards. Complete initial and ongoing training provided by the Charlotte Corporate Customer Service Team for order management, invoicing, payment processing, and customer account procedures. Participate in plant production, logistics, customer-service, and shipment-planning meetings. Support new-product launches, new customer accounts, product changes, packaging changes, and customer-system implementations. Serve as a backup for other customer service or logistics functions when trained and assigned. Quality, Compliance, and Continuous Improvement Follow applicable company quality-management procedures, document-control requirements, customer-specific requirements, and automotive-industry standards. Support applicable quality processes, including accurate records, traceability, customer communication, and timely escalation of nonconformities. Protect confidential customer, pricing, financial, and company information. Follow established authorization levels and segregation-of-duties requirements for invoices, payments, credits, and account adjustments. Identify opportunities to improve order processing, customer communication, shipment accuracy, invoicing, and administrative efficiency. Maintain organized and audit-ready customer, order, shipping, and financial records. Perform other related duties as assigned. MINIMUM QUALIFICATIONS High school diploma or GED. At least 3 years of customer service, order-management, logistics, accounts receivable, or administrative experience in a manufacturing, distribution, or related business environment. Experience entering and maintaining orders, invoices, or customer information in an ERP or comparable business system. Proficiency with Microsoft Outlook, Word, and Excel. Ability to communicate professionally and clearly by telephone, email, and in person. Ability to review detailed information, perform basic business calculations, and maintain a high level of accuracy. Ability to manage multiple priorities, meet deadlines, and respond appropriately to changing production and customer requirements. Ability to work on-site at the Decatur manufacturing plant and collaborate regularly with the Charlotte corporate team. PREFERRED QUALIFICATIONS Associate degree or bachelors degree in business administration, supply chain management, logistics, accounting, or a related field. Customer service or order-management experience in automotive, tire, textile, carpet, chemical, or industrial manufacturing. Experience with SAP or a comparable ERP system. Experience coordinating shipments, freight carriers, warehouse activities, or export and domestic shipping documentation. EQUAL EMPLOYMENT OPPORTUNITY HS HYOSUNG USA, Inc. provides equal employment opportunities to qualified employees and applicants and prohibits discrimination or harassment based on any characteristic protected by applicable federal, state, or local law. Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform the essential functions of the position.This job description summarizes the general nature and level of work associated with the position. It is not intended to include every duty or responsibility. Duties, responsibilities, reporting relationships, and work requirements may be modified based on business and operational needs. This job description does not constitute an employment contract.