Customer Service Representative

Job Description Job Description Job Summary: The Customer Service Representative functions as the liaison between the customer, BAG Operations and the BAG sales team. The Customer Service Representative is responsible for proactively providing timely support to internal and external customers by addressing inquiries, processing orders, and ensuring on-time delivery.

Essential Duties and Responsibilities:

Responsible for proactively monitoring customer portals, EDI systems, emails, and websites to ensure orders are accurately captured and any changes adjusted.

Work with outside sales team to facilitate customer requirements; ensuring pricing, order quantities, part revisions, etc. are validated – for pilot, end of demand, and/or service.

Act as the first responder to escalation issues in the department and proactively facilitate timely responses.

Review customer forecasts to identify trends and communicate to the Sales Director.

Develop processes and procedures to stream-line job function and optimize department and company workloads and information flow for all Blachford business units.

Work with manufacturing, purchasing, engineering, and quality to proactively ensure timeliness of production to meet customer requirements.

Facilitate customer complaints / material returns as needed – Authority to approve MRA’s up to $500.

Authority to approve MOQ’s changes after review of internal costs to ensure no significant loss to the company.

Support contract review process to ensure compliance with Blachford’s quality management system.

Ensure proper account management of all customers and determine actions/attention as needed with the director or management.

Work with inside support staff to support customer quote requests, pricing additions, etc.

Monitor inventory and warehouse shipments from distribution locations as needed.

Input customer orders.

Communicate with customers regularly via email, phone, and Teams.

Special projects as needed

Qualifications/Skills/Experience Required:
Bachelor degree preferred.
Computer literate (Word/Excel) and ability to quickly learn custom systems
Proficient in data entry and spreadsheet reconciliation
Strong communication and grammar skills, both phone and email (English required)
Ability to work with a variety of personalities and maintain professional demeanor
5-10 years business experience, preferably in a customer service related field
Ability to make independent decisions

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

If this sounds like the perfect role for you, apply today and be part of a team driving innovation and technical excellence!