Customer Service & Materials Representative

Job Description

Job Description

ASRaymond is seeking a Customer Service & Materials Rep to support both customer-facing operations and material procurement activities. This hybrid role serves as a key liaison between customers, suppliers, sales, operations, engineering, and supply chain teams to ensure exceptional customer experience while maintaining material availability to support business objectives.

Approximately 50% of this role is focused on customer service responsibilities including account support, order management, issue resolution, Voice of the Customer initiatives, and sales support. The remaining 50% is focused on materials coordination activities including inventory management, supplier communication, purchase order administration, and supply continuity.

The ideal candidate is detail-oriented, customer-focused, analytically driven, and able to effectively manage multiple priorities in a fast-paced manufacturing and distribution environment.

Key Responsibilities

Customer Service 50%

• Serve as a primary point of contact for customers, ensuring timely and professional responses to inquiries, orders, pricing requests, and service issues.
• Develop strong customer relationships focused on increasing customer satisfaction, loyalty, and retention.
• Support existing business while identifying opportunities to strengthen customer engagement and growth.
• Coordinate customer communications regarding order status, inventory availability, shipment updates, and issue resolution.
• Collect and communicate Voice of the Customer (VOC) feedback to drive continuous improvement initiatives.
• Partner closely with sales, operations, engineering, procurement, and logistics teams to ensure seamless customer experience.
• Support outside sales representatives through quote follow-up, order management, product information, and customer communication.
• Monitor customer service metrics and assist in implementing process improvements to improve service levels and operational efficiency.
• Identify and escalate customer risks while supporting timely resolution of issues.
• Maintain accurate customer records and transaction data within company systems.

Materials Coordination 50%

• Monitor open customer and supplier orders and provide status updates to internal stakeholders. 
• Contact suppliers to obtain order status information. 
• Identify stock buy orders that need expedited and customer-priority orders as directed. 
• Maintenance of open PO report to ensure suppliers are shipping on time. Escalate on time delivery issues to respective Buyer
• Communicate supplier updates, delays, and revised delivery dates to customer service, sales, and operations teams and accurately updating M3 accordingly 
• Obtain shipment confirmations, tracking information, and proof of delivery as needed. 
• Assist with special projects and other duties assigned.

 

Skills & Qualifications:

• Minimum 2-4 years of experience in customer service, materials coordination, purchasing, supply chain, inside sales, or related business functions.
• Experience working within ERP systems and Microsoft Office applications, particularly Excel.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Demonstrated problem-solving and analytical capabilities.
• Strong written and verbal communication skills.
• Ability to effectively collaborate across departments and with external customers and suppliers.
• Detail-oriented with a commitment to accuracy and follow-through.

Education:

• High school diploma or associate’s degree in business, or related field, or the equivalent post-high school education is desired.

 

Physical Demands: 

The characteristics listed below are representative of the physical demands required by an individual to successfully perform the essential duties of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

• While performing the duties of this job, the employee is regularly required to stand, walk, and sit; use hands and fingers to handle paperwork, boxes, files, cabinets, or feel; and reach with hands and arms.
• The employee is frequently required to talk and/or hear.
• Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.

 

Work Environment:

• The characteristics listed below are representative of the work environment typically encountered by an individual while performing the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. 
• While performing the duties of this job, the employee has exposure to a normal office environment.