Customer Service Representative

JOB SUMMARY:

The Customer Service Representative (CSR) serves as a primary point of contact for customers regarding parts orders, machine shipments, service coordination, and account inquiries. This role ensures accurate order processing, timely communication, and effective coordination across departments to support DCM's Direct-to-Customer model.

In a small manufacturing environment, the CSR plays a critical role in supporting sales, service, and shipping functions while maintaining professionalism, responsiveness, and attention to detail.

ESSENTIAL FUNCTIONS:

• Manage incoming customer phone calls and emails, responding to inquiries related to parts, service, shipments, and general product information.
• Prepare and process customer quotes for parts and future orders in coordination with Sales or Technical Specialists.
• Enter and process sales orders, generate packing slips, and issue invoices within the ERP system (Navision).
• Coordinate shipment logistics for machines and parts, including scheduling freight and preparing required documentation.
• Prepare international shipping paperwork and ensure compliance with documentation requirements.
• Process customer credit card payments and reconcile credit card statements accurately.
• Maintain accurate records of customer interactions, transactions, and account activity.
• Resolve customer complaints or order discrepancies by coordinating internally with Production, Purchasing, or Technical teams.
• Follow established communication procedures and ensure consistent, professional representation of DCM.
• Support backup coverage for other office functions as needed.

ADDITIONAL RESPONSIBILITIES:

• Assist with service coordination documentation and tracking as required.
• Support continuous improvement efforts related to order processing and customer communication.
• Perform other duties consistent with operational needs as assigned.

JOB QUALIFICATIONS:

• High school diploma or equivalent required; associate degree preferred.
• 2–5 years of experience in customer service within a manufacturing, industrial, or B2B environment preferred.
• Experience working in ERP systems (Microsoft Dynamics Business Central preferred).
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a deadline-driven environment.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office applications.

Work Environment and Physical Requirements:

• Primarily office-based environment with occasional exposure to shop-floor conditions.
• Prolonged periods of sitting and computer work.
• Occasional lifting up to 25 pounds.