Customer Service Representative

Job Description

Job Description

OVERVIEW:  

American Flexible Products (AFP) is a state-of-the-art manufacturing company specializing in the custom conversion of foam, sponge, rubber, EMI/RFI shielding materials, and a wide range of flexible materials. Our solutions address gasketing, bonding, vibration dampening, thermal management, and conductivity challenges across diverse industries. As an AS9100-registered and ITAR-registered company, we uphold the highest standards of quality and compliance, making us a trusted partner for aerospace, defense, medical, electronics, and other high-performance applications. We are also a Preferred Converter for both 3M and Rogers Corporation, giving our customers access to premium materials such as 3M adhesives, VHB tapes, and ROGERS PORON and BISCO Silicones—ensuring optimal performance in even the most demanding environments.

With over 35 years of experience, AFP has established itself as a market leader in custom fabrication. Our advanced engineering capabilities, deep material expertise, and diverse manufacturing technologies enable us to deliver innovative, cost-effective solutions—whether for prototyping or high-volume production runs.
Located in Chaska, MN, AFP is committed to exceptional quality and outstanding customer service. We are a 100% employee-owned company which means every team member is personally invested in your success. When you partner with AFP, you work directly with an owner—ensuring dedication, expertise, and a shared commitment to delivering top-tier solutions tailored to your needs.

American Flexible Products maintains ITAR-compliant operations. Due to ITAR regulations, this role is only open to U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status. Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire in this role.

Our Customer Service Representative is responsible for providing effective customer service for all internal and external customers by using excellent in-depth knowledge of company products and processes, as well as communicating effectively with team members.

  MAJOR AREAS OF ACCOUNTABILITY :

• Process customer orders/changes/returns according to established policies and procedures
• Carefully review customer purchase order for accuracy
• Accurately enter customer purchase order into Epicor ERP system
• Process order acknowledgements to customers as required, including 3rd party portals
• Provides timely and accurate information to customers as requested
• Collaborates with customer and internal resources as needed to change/expedite customer orders
• Organization of customer orders, job tickets, shared customer service email and paper filing system.
• Provides backup support to other customer service team members as assigned
• Performs other similar or related duties as they become necessary or as delegated

  QUALIFICATIONS :  

• Strong analytical and problem solving skills, as well as a keen attention to detail
• 2 years of customer service experience in a manufacturing environment preferred
• Ability to navigate Epicor systems preferred
• Ability to read and comprehend blueprints/drawings preferred
• Ability to effectively prioritize tasks, be flexible and self-directing
• Excellent interpersonal, written, and oral communication skills
• Excellent listening skills along with the ability to ask probing questions, comprehending customer concerns and overcoming objections
• Must be fluent in English – written and oral

  EDUCATION and/or EXPERIENCE:

• High School Diploma/GED Required
• Two years in Customer Service Role preferred 
• Experience in manufacturing environment preferred

  COMPUTER SKILLS :

Proficiency with basic computer skills is required. Experience with Microsoft office suite and ERP systems preferred. Epicor experience is a plus.

LANGUAGE SKILLS :

Must be able to communicate (read, write, and speak) fluently in English. Ability to read and interpret documents such as blue prints, safety rules and procedure manuals. Must have the ability to communicate effectively with team members and leadership staff.

COMMUNICATION SKILLS : 

Open to overtime as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS:  

This position requires mostly stationary, desk top functions with long periods of time viewing computer screens and small motor movements Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT :

This role in onsite and not eligible to work remotely. This position will be located in the corporate office environment, but will spend time in the manufacturing environment. The work area in the production environment includes exposure to noise, moving machinery and a temperature-controlled environment. The noise level in that work area is usually moderate.

8a - 4:30pm Monday through Friday Office Hours
40