Customer Service Representative - ETP

Customer Service Representative

The Customer Service Representative serves as the primary point of contact for assigned customer accounts, ensuring accurate order management, proactive communication, and coordination across scheduling, logistics, quality, accounting, and operations teams. This role supports customer satisfaction through timely order processing, shipping coordination, reporting, and issue resolution while helping maintain efficient operational flow within a manufacturing environment.

The ideal candidate is highly organized, detail-oriented, customer-focused, and capable of managing multiple priorities in a fast-paced manufacturing and supply chain setting.

Key Responsibilities

Order Management & Customer Support

• Enter and maintain customer orders accurately and timely within the ERP system (NetSuite).
• Manage purchase orders, shipping schedules, pricing updates, quantities, and related order information.
• Monitor open orders and proactively communicate updates, delays, or changes to customers.
• Serve as the primary day-to-day contact for assigned customer accounts and respond promptly to customer inquiries.
• Coordinate closely with production scheduling, logistics, and operations teams to ensure accurate and timely fulfillment.
• Distribute customer shipping schedules and communicate updates resulting from production or transportation changes.
• Build and maintain strong customer relationships through consistent communication and responsiveness.

Forecasting & Reporting

• Contact customers by the 15th of the prior month to confirm forecasts and anticipated order requirements.
• Prepare and maintain monthly customer forecast reports for management review.
• Generate and distribute end-of-week and end-of-month sales and shipment reports to customers.
• Prepare open-order reports and support carry-over order tracking for the monthly hedging process.

Documentation & Compliance

• Provide customers with Bills of Lading (BOLs), packing lists, Certificates of Analysis (CoAs), and other shipping documentation.
• Retrieve documentation from NetSuite when available or coordinate with logistics and quality teams to obtain required records.
• Maintain accurate customer and order documentation within company systems.

Credits, Returns & Issue Resolution

• Create and process Return Merchandise Authorizations (RMAs).
• Coordinate customer credits with accounting and operations teams.
• Assist in resolving shipment discrepancies, order issues, and customer concerns in a timely and professional manner.

Cross-Functional Coordination

• Collaborate daily with scheduling, logistics, quality, accounting, and operations teams to ensure customer commitments are met.
• Support monthly hedging activities, including open-order analysis, scrap return tracking, and related reporting.
• Contribute to continuous improvement initiatives focused on customer service, operational efficiency, and reporting accuracy.