Customer Service Representative

Job Description

Job Description

Customer Service Representative (CSR)

Location: On-Site
Reports To: Director of Sales & Marketing

G3 Industries is seeking a highly motivated and customer-focused Customer Service Representative (CSR) to join our team. This position serves as a key liaison between our customers and internal departments, ensuring exceptional customer service, accurate order processing, effective communication, and on-time delivery performance.

The ideal candidate will thrive in a fast-paced manufacturing environment, possess strong communication and problem-solving skills, and be committed to building lasting customer relationships while supporting operational excellence.

This is a full-time, on-site position with occasional travel to other G3 Industries locations as required.

Due to the highly collaborative nature of supporting a manufacturing operation, this position requires regular interaction with Production, Planning, Scheduling, Quality, Shipping, Purchasing, and Sales teams. Being on-site allows the Customer Service Representative to:

• Quickly respond to customer inquiries, production changes, and delivery concerns.
• Access real-time information regarding manufacturing schedules, inventory, capacity, and shipment status.
• Collaborate directly with cross-functional teams to resolve issues and meet customer expectations.
• Participate in production meetings, operational reviews, and continuous improvement initiatives.
• Support customer visits, audits, and internal meetings when necessary.
• Maintain strong communication between customers and plant operations to ensure accurate and timely information.
• Proactively identify and address challenges before they impact customer satisfaction.
• Assist with urgent customer requests and changing priorities in a dynamic manufacturing environment.

• Serve as the primary point of contact for customers via phone, email, and in-person interactions.
• Receive, process, and manage customer orders while ensuring accuracy and timely execution.
• Monitor customer orders and communicate updates, schedule changes, and customer requirements in a professional and timely manner.
• Maintain direct account responsibility for up to 50% of the company's active customer base.
• Deliver world-class customer service by addressing inquiries, concerns, requests, and issues promptly and professionally.
• Implement and support on-time delivery procedures while tracking and reporting performance metrics.
• Ensure compliance with company policies, ISO standards, quality requirements, work instructions, and procedures.
• Download, review, interpret, and act upon customer schedules, forecasts, and work instructions from customer websites and portals.
• Collaborate with Sales Representatives to assess customer needs, review market conditions, pricing schedules, and discount opportunities.
• Provide backup support and assistance to other Customer Service team members as needed.
• Participate in continuous improvement efforts focused on customer satisfaction, efficiency, and operational performance.
• Contribute ideas and recommendations that support company profitability, growth, and customer retention.
• Support special projects and additional assignments as directed by the Director of Sales & Marketing.
• Maintain respectful, positive, and professional communication with both internal and external customers at all times.

• Associate degree in Business, Marketing, Customer Service, Supply Chain, or a related field preferred.
• Equivalent combination of education and relevant experience will be considered.
• Minimum of 2 to 4 years of customer service, account management, sales support, or related experience.
• Experience in a manufacturing environment is highly preferred.

To perform successfully in this role, candidates should possess the following:

• Proven experience providing exceptional customer service.
• Strong problem-solving and decision-making abilities.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Strong team-oriented mindset with a positive and professional attitude.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and Teams.
• Experience working with ERP/MRP systems preferred.
• Ability to analyze customer requirements and coordinate actions across multiple departments.
• Self-motivated with the ability to work independently while remaining highly collaborative.

• Support special projects, initiatives, and assignments as directed by the Director of Sales & Marketing.
• Assist with process improvement efforts that enhance customer satisfaction and operational efficiency.
• Participate in training and development activities as needed.

At G3 Industries, we are committed to delivering exceptional products and service to our customers while fostering a culture of teamwork, accountability, and continuous improvement. As a Customer Service Representative, you will play a critical role in supporting customer relationships, driving operational success, and contributing to the ongoing growth of our organization.

Join our team and help us deliver excellence to our customers every day.