Order Process Management - Customer Service Rep

Order Process Management/Customer Service Representative

The Order Process Management/Customer Service Representative serves as the primary point of contact between AGC Multi Material America, Inc., and its customers. This role supports customers throughout the full order lifecycle, from initial quotation and order placement through manufacturing and final delivery. The position works closely with internal teams to ensure accurate order processing, clear communication, and timely resolution of customer needs.

Essential Functions

• Answer incoming customer service calls and respond to customer inquiries.
• Communicate with customers to provide product information and support.
• Prepare and process material quotations.
• Enter new orders and track progress through production and delivery.
• Communicate order status updates to customers and internal plant personnel.
• Coordinate order changes as needed with customers and internal teams.
• Work with production control, quality, and engineering to maintain accurate customer profiles.
• Partner with sales and technical teams to ensure customer requirements are met.
• Research and resolve customer issues by coordinating with manufacturing and internal departments.
• Work with accounting to establish customer credit limits when required.
• Resolve billing discrepancies between customers and accounts receivable.
• Monitor customer inventory levels and take action to maintain approved, non-aged inventory levels.

Qualifications

• High school diploma or GED required; minimum of five years of related experience in manufacturing.
• Professional phone presence and strong interpersonal skills.
• Strong problem-solving skills with sound judgment.
• Ability to follow detailed written and verbal instructions.
• Accurate data entry skills with proficiency in Microsoft Excel.
• Basic math skills, including calculating percentages and ratios.
• Strong written and verbal communication skills.
• Ability to prioritize and manage multiple time-sensitive tasks.
• Ability to maintain confidentiality and handle sensitive information appropriately.

Physical/Environmental Requirements

While performing the duties of this job, the employee is required to have the ability to stand; walk; sit; use hands to finger, handle, feel or grasp objects, tools or controls; reach with hands and arms; climb stairs; crouch, talk or hear. The employee must occasionally lift and/or move/carry light to medium weights of up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Equal Employment Opportunity

AGC Multi Material America, Inc. is an Equal Employment Opportunity/Affirmative Action/Veteran/Disability Employer.