Customer Service Representative

Job Description

Job Description

Customer Relationship Management

• Serve as the primary contact for assigned customer accounts.
• Develop and maintain strong, professional customer relationships.
• Understand customer ordering practices, product requirements, inventory needs, and delivery expectations.
• Respond promptly to customer inquiries, requests, and concerns while ensuring timely resolution.

Order Entry & Fulfillment Coordination

• Process and manage customer orders, changes, cancellations, sample requests, expedited orders, diversions, and special requests.
• Review orders for inventory availability, pricing, production schedules, credit status, transportation requirements, and quality considerations.
• Coordinate with internal departments to ensure timely and accurate order fulfillment.

Internal & External Coordination

• Collaborate with Sales, Product Management, Credit, Logistics, Shipping, Quality, Manufacturing, Planning, and other departments.
• Ensure customer requirements and business commitments are communicated accurately and promptly.
• Facilitate effective cross-functional communication to support customer success.

Proactive Customer Communication

• Keep customers informed of any issues that may impact shipments, inventory, costs, or service commitments.
• Communicate delays, shortages, manufacturing impacts, pricing changes, and supply chain disruptions.
• Provide updates on revised shipment schedules, potential solutions, and resolution plans.
• Maintain communication through final issue resolution.

Problem Solving & Continuous Improvement

• Investigate and resolve customer service, inventory, order, production, and transportation issues.
• Analyze information to identify root causes and recommend corrective actions.
• Escalate issues when additional resources or approvals are needed.
• Identify and support process improvement opportunities that enhance customer experience and operational efficiency.

Inventory & Supply Management

• Monitor customer-owned, consignment, VMI, and terminal inventory levels as applicable.
• Coordinate replenishment activities and inventory transfers.
• Work closely with Planning to maintain appropriate inventory levels and reduce supply risk.
• Review aged inventory and take action consistent with company policies and customer agreements.

End-to-End Customer Ownership

• Take ownership of customer issues from identification through final resolution.
• Ensure consistent follow-up with customers and internal stakeholders.
• Exercise sound judgment while balancing customer needs with operational requirements.
• Maintain a strong focus on customer satisfaction, accountability, and service excellence.

Qualifications

Education & Experience

• Associate's degree or Bachelor's degree preferred.
• 4-6+ years of customer service, order management, manufacturing, supply chain, or related experience preferred.
• Experience supporting customers in a manufacturing environment is a plus.

Technical Skills

• Proficiency with:
• Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft Teams, Microsoft Power BI
• Ability to learn and effectively utilize ERP, CRM, inventory management, and order management systems. (Conexiom a plus)

Required Competencies

• Strong organizational and multitasking skills.
• Excellent attention to detail and accuracy.
• Strong analytical, problem-solving, and decision-making abilities.
• Outstanding written and verbal communication skills.
• Ability to work effectively in a fast-paced, cross-functional environment.
• Customer-focused mindset with a strong sense of urgency and accountability.
• Proven ability to manage multiple priorities while meeting deadlines.

Additional Requirements

• Occasional travel may be required for customer visits, training, meetings, and business support activities.