Customer Service Associate

Customer Service Associate

The Customer Service Associate supports customer order processing and scheduling activities at a manufacturing facility. This role is responsible for entering and maintaining orders in the ERP system, coordinating ship dates with production, and serving as a primary point of contact for customer inquiries related to order status, changes, and delivery. This position is not a sales role.

Key Responsibilities

• Enter customer orders accurately into the ERP system (Infor) in a timely manner.
• Assign and communicate scheduled ship dates based on production planning.
• Provide order acknowledgements and ongoing order status updates to customers.
• Coordinate daily with production staff to review and maintain the production schedule.
• Respond to customer inquiries related to delivery timing, order changes, shortages/overages, and quality concerns, coordinating internally as needed.
• Maintain open order records and ensure completed orders are properly documented.
• Answer inbound customer phone calls and emails professionally and promptly.
• Perform AR activities in conjunction with IBP Group AR team.
• Oversee consignment inventory programs and EDI order processes where applicable.
• Support administrative and reporting tasks related to order management.
• Perform additional duties as assigned to support the customer service and operations teams.

Education and Experience

• High school diploma or equivalent required.
• 13 years of experience in customer service, order entry, or administrative support.
• Manufacturing, logistics, or ERP system experience preferred but not required.

Required Skills and Abilities

• Strong attention to detail and data accuracy.
• Clear written and verbal communication skills.
• Ability to manage multiple tasks in a structured, process-driven environment.
• Comfort working with ERP systems and production-related data.
• Proficiency in Microsoft Office (Excel, Word, Outlook, Teams).
• Professional demeanor when interacting with internal teams and external customers.
• Willingness to learn manufacturing processes, product basics, and internal workflows.