Customer Service Representative Order Status and Shipping Support

Job Description

Job Description

Position Summary
Bennett Heat Treating & Brazing Co., Inc. is seeking a dependable, organized, and detail-oriented Customer Service Representative to serve as a primary point of contact for customers and support daily order, shipping, warehouse, and billing processes.
The position's main responsibility is answering incoming customer calls, with typical volume ranging from approximately 20 to 50 calls per day. Most inquiries concern order status. The Customer Service Representative must collect the correct information, research the order in the Visual Shop ERP system, coordinate with the warehouse when necessary, and communicate a verified update to the customer.
The employee will also prepare daily UPS labels, schedule common-carrier pickups, generate shipping tickets and certifications, attach purchase orders, and verify that completed orders contain the documentation needed for shipping and billing.
This position operates in a highly manual and process-driven industrial environment. The ideal candidate is comfortable working with traditional procedures, paper documentation, computer systems, frequent customer communication, and cross-functional coordination.

Key Responsibilities
Incoming Customer Calls

• Answer approximately 20 to 50 incoming calls per day.
• Greet customers professionally and identify the reason for each call.
• Collect the customer name, company, purchase-order number, order number, material information, and other relevant details.
• Clarify questions before researching the request.
• Handle most calls involving order-status inquiries.
• Communicate information clearly, professionally, and accurately.
• Avoid providing estimated dates or commitments before verifying information.
• Document important questions, customer requests, changes, and follow-up needs.
• Escalate technical, quality, pricing, or unusual service concerns to the appropriate team member.
• Maintain a patient and service-oriented communication style.

Email Communication

• Respond to customer email inquiries promptly.
• Provide clear and professional written updates.
• Request missing order or shipping information when needed.
• Communicate changes in order status, delivery, pickup, or shipping.
• Maintain organized email records.
• Follow up until the customer's question is resolved.
• Escalate complex or sensitive matters appropriately.

Order-Status Research

• Research order status using the Visual Shop ERP system.
• Review system information before contacting the warehouse.
• Determine whether an order has been received, entered, processed, completed, documented, prepared for pickup, or shipped.
• Coordinate with warehouse personnel when the ERP does not contain sufficient information.
• Verify order status before communicating with the customer.
• Identify missing documentation or information that may be delaying the order.
• Maintain ownership of the inquiry until a confirmed response is provided.
• Learn company-specific Visual Shop workflows through training.

Customer Order Updates

• Provide regular customer updates regarding order progress.
• Follow up regarding questions, requested changes, completion, pickup, or shipping.
• Notify customers when additional information is needed.
• Communicate revised expectations when confirmed by Operations or the warehouse.
• Track open customer requests and promised follow-ups.
• Maintain consistent communication even when an immediate resolution is not available.
• Help build customer confidence through timely, accurate updates.

Shipping Tickets and Certifications

• Generate shipping tickets for completed warehouse orders.
• Prepare required order certifications.
• Attach the correct customer purchase order.
• Verify that documentation matches the correct order and customer.
• Ensure all necessary documents are available for billing.
• Identify missing or inconsistent documents before releasing an order.
• Organize documents for customer pickup, carrier shipment, and invoice processing.
• Maintain accurate electronic and paper records.

UPS Shipping Labels

• Prepare UPS shipping labels daily.
• Verify customer names, addresses, attention lines, account numbers, package information, and shipping instructions.
• Use customer-provided freight account information when applicable.
• Confirm label accuracy before finalizing the shipment.
• Coordinate package readiness with warehouse and shipping personnel.
• Maintain tracking information when available.
• Communicate shipment details to customers as needed.

Common-Carrier Coordination

• Contact common carriers to schedule pickups.
• Coordinate approximately five common-carrier pickups per week.
• Confirm pickup dates, shipment details, addresses, freight instructions, and account information.
• Provide carriers with the information needed to complete the pickup.
• Coordinate pickup readiness with warehouse personnel.
• Follow up on missed, delayed, or changed pickups.
• Maintain records of scheduled carrier activity.
• Escalate unusual carrier or freight issues when necessary.

Billing Documentation Support

• Review completed orders to confirm that shipping tickets, certifications, purchase orders, and supporting documents are present.
• Organize documentation for billing.
• Resolve missing information with the appropriate department.
• Help prevent invoicing delays caused by incomplete paperwork.
• Maintain complete and accessible order records.
• Communicate documentation concerns promptly.

Customer and Shipping Issue Resolution

• Attempt to resolve routine customer and shipping issues independently.
• Research available information before requesting assistance.
• Coordinate with warehouse, shipping, quality, billing, or management as needed.
• Escalate issues when they fall outside the employee's authority or require specialized knowledge.
• Keep the customer informed while an issue is being reviewed.
• Document the resolution and any required follow-up.

Escalations are not expected to occur frequently, and support will be available when a situation requires additional authority or expertise.
Minor Purchasing and Administrative Support

• Assist with routine or minor purchasing activities.
• Collect or organize information required for approved purchases.
• Communicate with vendors when assigned.
• Maintain basic purchasing records.
• Support daily office and administrative functions.
• Learn additional responsibilities gradually based on training, business needs, and demonstrated capability.

Required Qualifications
Must-Have Qualifications

• At least three years of customer service experience.
• High school diploma or equivalent.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Strong verbal and written communication skills.
• Professional telephone and email etiquette.
• Ability to manage approximately 20 to 50 incoming calls per day.
• Strong attention to detail.
• Critical-thinking and problem-solving skills.
• Ability to research information before responding to customers.
• Strong organization and follow-up habits.
• Ability to manage multiple inquiries, interruptions, and priorities.
• Ability to review documents for completeness and accuracy.
• Team-oriented work style.
• Dependable attendance and punctuality.
• Ability to work in a highly manual and process-driven environment.
• Ability to learn Visual Shop ERP and company-specific procedures.
• Willingness to coordinate with warehouse, shipping, quality, and billing employees.
• Reliable transportation or a dependable commute plan.

Preferred Qualifications

• Customer service experience in manufacturing, industrial services, logistics, distribution, or warehousing.
• Experience researching customer order status.
• Experience with ERP or order-management systems.
• Previous Visual Shop ERP experience.
• Experience preparing UPS shipping labels.
• Experience coordinating common-carrier pickups.
• Familiarity with customer freight accounts.
• Experience preparing shipping tickets, certifications, or order documentation.
• Experience reviewing purchase orders.
• Experience supporting billing or invoice documentation.
• Minor purchasing or vendor-coordination experience.

Manufacturing, industrial, or shipping experience is helpful but is not required when the candidate demonstrates strong customer service, accuracy, organization, and learning ability.