Customer Relations Representative

ebm-papst Inc.

Job Description

Department: Customer Relations

Job Title : Customer Relations Representative

Position Summary: The Customer Relations Representative serves as a primary point of contact for OEM customers, authorized distributors, and the outside sales team. This role supports order entry, delivery coordination, customer inquiries, and issue resolution while helping ensure accurate communication, timely follow-up, and strong customer service. The ideal candidate is highly detail-oriented, process-driven, and customer-focused, with the ability to manage multiple workflows in a fast-paced environment.

Essential Functions of the Job: With or without reasonable accommodation, the employee must be able to perform the following essential functions:

· Enter, maintain, and review sales orders received from OEM customers and authorized distributors; verify pricing, delivery information, and order documentation.

· Communicate with customers regarding new and existing orders, special requests, deliveries, lead times, pricing within assigned authority, and order status.

· Review open-order and past-due reports to monitor order status, identify delays, and coordinate follow-up to support on-time delivery.

· Process customer sample requests and coordinate related order activity.

· Collaborate with Engineering, Planning, Purchasing, and other internal departments to support customer projects, prototype activity, expedited shipments, and issue resolution.

· Research and resolve billing, shipping, and order-related errors in a timely and professional manner.

· Serve as a key contact for the outside sales team by communicating customer activity, project updates, concerns, and new opportunities.

· Keep the Customer Relations Manager informed of customer concerns, service issues, process challenges, and other areas requiring attention.

· Provide coverage for team members during absences or periods of limited availability.

· Use SAP, Microsoft Excel, Microsoft Word, and other required business systems to complete job responsibilities accurately and efficiently.

· Perform other duties as assigned.

Recommended Education and Experience

· Bachelor’s degree in a related field preferred, or a minimum of two years of related experience in customer service, order management, inside sales support, or business administration. An equivalent combination of education and related experience is acceptable.

· Experience with SAP or another ERP system, Microsoft Excel, Microsoft Word, customer communication, problem-solving, prioritization, follow-up, and accurate order processing is preferred.

· Experience in a manufacturing, distribution, logistics, or B2B customer support environment is a plus.

Skills & Competencies

· Strong attention to detail and data accuracy

· Excellent communication and customer relationship skills

· Ability to manage multiple priorities and work cross-functionally

· Process-oriented mindset with a focus on continuous improvement

· Analytical skills with ability to identify trends and root causes

· Proficiency in ERP systems (SAP preferred) and CRM tools (Salesforce preferred)

· Strong Excel skills for tracking and reporting