Customer Service Representative

Description:

K&S Manufacturing is expanding, and we are seeking a motivated Customer Service Representative to join our team! K&S Manufacturing is a privately held and financially sound company which is female owned. K&S only manufactures for our customers. We do not manufacture our own branded products. This ensures we are focused solely on generating competitive advantage for our customers. 

Thomas Klusken, a military veteran, founded K&S Tool & Die in 1974. Servicing major OEMs, he had the vision to evolve K&S Manufacturing into a vertically integrated contract manufacturer. Our rich heritage as die makers and tool manufacturers—coupled with our manufacturing execution system—delivers supplier-led innovation. The outcome of his vision and the confidence entrusted in K&S over 50 years is reflected in the diverse markets we currently serve. 

The Customer Service Representative (CSR) serves as a key liaison between customers and internal teams, ensuring customer needs are understood and orders are accurately tracked from order entry through production and shipment. The CSR is responsible for providing timely and accurate updates regarding order status, inventory availability, production progress, outside processing, and expected shipment dates.

The ideal candidate is organized, responsive, detail-oriented, and able to effectively communicate and coordinate across multiple departments in a fast-paced metal fabrication and manufacturing environment.

Key Responsibilities

• Serve as the primary liaison between customers and the organization.
• Develop a strong understanding of customer requirements, priorities, and changing needs.
• Monitor customer orders and maintain visibility of orders throughout the production process.
• Provide accurate and timely information regarding:
  • Sales order status
  • Inventory and quantity on hand
  • Production and completion status
  • Expected shipment timing
• Coordinate and follow up on customer quote requests and quote submissions.
• Monitor Outside Service Processing (OSP) items and track parts throughout the outside processing cycle.
• Follow up on expected return dates for OSP items and communicate potential delays.
• Proactively identify order delays, shortages, inventory issues, or other concerns that may affect the customer.
• Communicate customer priorities, schedule changes, and special requirements to appropriate internal teams.
• Work closely with Sales, Planning, Production, Purchasing, Warehouse, Shipping, and other departments to obtain information and resolve customer needs.
• Maintain accurate customer and sales order information within the ERP system.
• Respond to customer questions and concerns and follow through until they are resolved.
• Provide proactive communication to customers regarding order changes, delays, and expected completion or shipment dates.
• Adapt to changing customer requirements and business priorities.
• Maintain a positive, collaborative, and team-focused approach.
• Take ownership of customer needs and ensure timely follow-up and resolution.

Requirements:

• 2-5 years Customer Service experience in the manufacturing industry 
• Strong written and verbal communication skills.
• Strong customer service and interpersonal skills.
• Excellent organization and follow-up skills.
• Ability to manage multiple customers, orders, and priorities simultaneously.
• Strong attention to detail and problem-solving skills.
• Ability to effectively communicate and collaborate with multiple departments.
• Ability to manage multiple priorities in a fast-paced environment
• Ability to take ownership of customer questions, concerns, and order-related issues.
• Microsoft Office Excel, Word and Outlook proficiency and ability to learn company systems and processes.
• Familiarity with EDI systems, MRM tools, or ERP platforms (preferred)

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