Sr. Customer Service Representative

Job Description

Job Description

We are looking for a detail-oriented Sr. Customer Service Representative to support customer accounts and order-related activities for a manufacturing operation in Canton, Ohio. This Contract position will serve as a key link between customers, internal teams, and sales partners to help ensure accurate order handling, responsive communication, and dependable service. The ideal candidate brings strong customer service experience, the ability to manage multiple priorities, and a proactive approach to maintaining account accuracy and customer satisfaction.

Responsibilities:
• Oversee customer orders from receipt through fulfillment, making updates to purchase orders accurately and maintaining a high standard of data integrity.
• Review customer agreements and related documentation to confirm orders align with applicable contract terms and business requirements.
• Support complex customer accounts by coordinating service needs, assisting sales partners, and helping maintain strong day-to-day account relationships.
• Respond to inquiries regarding new business opportunities, assess customer requests, and route information appropriately to support timely follow-up.
• Communicate changes affecting deliveries, including revised shipment commitments, shortages, overages, and product disposition updates.
• Prepare and maintain near-term shipping schedules, monitor product availability, and coordinate release timing to support customer demand.
• Provide customer-facing support through portals, service communication, and account-related reporting while promoting a positive service experience.
• Contribute to process improvement efforts, assist with audits when needed, and provide KPI or account data to management upon request.
• Share customer volume expectations with internal planning partners, highlight significant demand changes, and support system or process-related updates that affect the team.
• Help train team members on procedural changes and keep work instructions or training materials current as business needs evolve.• 2+ years of customer service experience, preferably in a manufacturing or order management environment.
• Demonstrated ability to communicate professionally with customers, internal stakeholders, and sales teams.
• Experience handling multiple priorities while maintaining accuracy in a fast-paced setting.
• Working knowledge of SAP or a similar ERP system used for order and account support.
• Proficiency with Microsoft Office, including Microsoft Excel for tracking and reporting.
• Strong attention to detail with the ability to manage data accurately and maintain reliable records.
• Collaborative approach with the ability to support cross-functional teams and customer needs effectively.
• Familiarity with inventory records, forecasting support, or shipment coordination is preferred.