Sr. Customer Service Rep

Job Description

Job Description

Job Summary:

The Senior Customer Service Representative (CSR) serves as the key liaison between the customer and the plant, ensuring seamless coordination across Production, Quality, and Logistics to meet customer requirements. This role manages complex orders, resolves production-related issues, tracks delivery schedules, and ensures product quality and on-time delivery in a fast-paced automotive manufacturing environment. The Senior CSR also provides guidance to junior team members and drives process improvements to enhance operational efficiency and customer satisfaction.

Primary Duties and Responsibilities:

Customer Account Management & Order Fulfillment

• Serve as the primary contact for assigned automotive customers, managing order intake, updates, and confirmations.
• Monitor production schedules, coordinate with plant operations, and track order status to ensure timely delivery.
• Communicate proactively with customers regarding order changes, delays, or quality issues.
• Maintain accurate records of customer interactions, orders, and production notes in ERP and CRM systems.

Production Coordination

• Collaborate closely with Production Supervisors, Manufacturing Engineers, and Quality teams to resolve order or product issues.
• Monitor production workflow and inventory levels to align customer demands with plant capabilities.
• Assist in prioritizing production orders, balancing urgent customer needs with overall production capacity .

Logistics & Delivery Oversight

• Coordinate with Shipping, Warehousing, and Logistics teams to ensure accurate and timely product dispatch.
• Track and communicate delivery performance metrics to both customers and internal stakeholders.
• Support material planning and inventory management for raw materials, WIP, and finished goods.

Reporting & Analytics

• Generate and analyze reports on order status, production output, delivery performance, and customer satisfaction metrics.
• Monitor KPIs such as order accuracy, on-time delivery, and production responsiveness.
• Provide actionable insights to management to drive process improvements.

Team Leadership & Mentorship

• Mentor and support junior customer service representatives in production-related processes.
• Provide guidance on handling complex customer issues, production coordination, and internal communication.
• Foster collaboration between customer service, production, quality, and logistics teams .

Skills & Qualifications:

Required:

• High school diploma or equivalent; Associate/Bachelor’s degree in Business, Supply Chain, Manufacturing, or related field preferred.
• 3-5 years of customer service experience in automotive manufacturing or high-volume production environment.
• Strong knowledge of production processes, inventory management, and logistics.
• Excellent communication, problem-solving, and conflict resolution skills.
• Proficiency in ERP systems (e.g., SAP, Oracle, Plex) and Microsoft Office Suite (Excel, Word, Outlook).
• Ability to manage multiple priorities, meet deadlines, and work in a fast-paced environment.

Preferred Qualifications:

• Experience with OEM or Tier 1 automotive customers.
• Familiarity with Lean manufacturing, 5S, Kaizen, or continuous improvement initiatives.
• Knowledge of automotive quality standards (IATF 16949, APQP, PPAP).
• Bilingual (English/Spanish) a plus

Required Tools:

• ERP system for order tracking, production coordination, and reporting
• Microsoft Office Suite (Excel, Word, Outlook)
• Communication tools (Teams, Email, Video conferencing)
• Production monitoring dashboards or reporting tools

Preferred Tools:

• CRM software (Salesforce or equivalent)
• Lean process improvement tools (Value Stream Mapping, Kaizen boards)
• Data analysis software (Power BI, Tableau, or similar)

Reporting Structure:

Reports to: Operations Manager
Supervises: None

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds occasionally.
• Ability to visually inspect and interpret designs on screen and in print.
• Use of functional Core Tools

Working Conditions/Environment:

• This work is deadline-oriented, requires multitasking, fluctuating work schedule, and flexibility within the workday.
• Frequent use of a computer and other office equipment is necessary.
• Requires the ability for close vision, distance vision and depth perception.
• Requires working and interacting with others, both in person and through phone, electronic, and written correspondence, and the ability to listen effectively, communicate clearly, maintain attention to detail, and perform focused work.

Location:

• Antioch, IL

Compensation Classification:

FLSA Status: Non-Exempt (subject to review based on actual job duties and compensation)