Customer Service Representative

Position Summary:

The Customer Service Representative is responsible for managing the complete order lifecycle from entry to delivery while ensuring exceptional customer experiences. This role combines customer service and order management responsibilities, related to inside sales functions. The position requires strong communication skills, attention to detail, and cross-departmental collaboration to ensure orders are processed accurately and delivered on time.

Key Responsibilities:

- Serve as the primary point of contact for customer inquiries via phone, email, and proactive outreach

- Proactively communicate with customers regarding order status, delivery timelines, and potential issues

- Enter and process customer orders in ERP/CRM systems with high accuracy

- Generate and distribute order confirmations to customers

- Maintain up-to-date customer account information and records

- Collaborate with production, logistics, and sales teams to ensure on-time delivery

- Provide basic project management of strategic or critical orders, including timeline tracking, internal

coordination, and status reporting

- Assist in resolving routine customer issues and escalate when needed

- Prepare and maintain reports related to orders, order accuracy, and customer activity

- Support sales and operations teams with administrative and order-related tasks

- Assist with process improvements in order management workflows

- Collaborate with cross-functional teams to ensure on-time delivery and customer satisfaction

Required Skills & Qualifications:

- Strong data entry accuracy and attention to detail

- Excellent verbal and written communication skills, with a focus on proactive outreach

- Customer service orientation with a positive, problem-solving mindset

- Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

- Ability to multi-task in a fast-paced environment

- Basic ERP/CRM system experience preferred

- Attention to detail and ability to manage timelines effectively

- Time management and prioritization abilities

- Problem-solving and basic escalation handling skills

- Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

Preferred Qualifications:

- 1–2 years of customer service or inside sales support experience (manufacturing or distribution preferred)

- Familiarity with manufacturing operations

- Experience with process improvement initiatives

- SAP Experience preferred

Work Environment:

- Office-based position with regular computer and phone work

- Interaction with multiple departments including sales, production, and logistic