Customer Service Agent

Job Description

Job Description

Position Summary

The Customer Service Representative serves as the primary point of contact for customers, providing exceptional service and ensuring accurate communication throughout the order process. This role coordinates with production, quality, shipping, and sales teams to process orders, provide quotations, monitor job status, and resolve customer inquiries. The ideal candidate is detail-oriented, organized, and comfortable working in a fast-paced manufacturing environment.

Key Responsibilities

• Serve as the primary contact for customer inquiries via phone, email, and in person.
• Process customer orders, purchase orders, and requests for quotes accurately and efficiently.
• Review customer specifications, drawings, and work instructions to ensure complete and accurate order entry.
• Coordinate with production scheduling to communicate lead times, delivery dates, and job priorities.
• Provide customers with order status updates and proactively communicate delays or schedule changes.
• Prepare quotations for chrome plating, precision grinding, machining, and related services.
• Maintain accurate customer records, pricing, and order documentation in the ERP or order management system.
• Coordinate shipping documentation, packing lists, and customer-required certifications.
• Work closely with Quality Assurance to address customer concerns, nonconformance reports, and corrective actions.
• Resolve customer complaints professionally while maintaining strong customer relationships.
• Assist outside sales representatives with customer follow-up, pricing, and administrative support.
• Ensure compliance with company quality standards, customer specifications, and applicable industry requirements.
• Support continuous improvement initiatives to enhance customer satisfaction and internal processes.

Qualifications

• 2+ years of customer service experience, preferably in manufacturing, metal finishing, machining, or industrial services.
• Experience reading or working with engineering drawings and specifications is preferred.
• Strong computer skills, including Microsoft Office and ERP/MRP systems.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Attention to detail and accuracy in data entry and documentation.
• Ability to work effectively with production personnel and customers.

Preferred Knowledge

• Industrial hard chrome plating processes.
• Precision grinding and machining operations.
• Manufacturing quality systems and documentation.
• Shipping and logistics coordination.
• Blueprint interpretation and dimensional tolerances.