Senior Customer Support Representative

Job Description

Job Description

We are seeking a Senior Customer Support Representative to manage client accounts and serve as a central communication liaison between our customers and internal manufacturing operations.

This role is an individual contributor position focused on managing client account workflows. The specialist will support the entire customer experience—overseeing order processing, tracking delivery timelines, addressing invoicing inquiries, resolving account issues, and providing status updates. This position collaborates regularly with cross-functional teams including Production, Planning, Purchasing, Quality, Engineering, Logistics, and Sales.

Key Responsibilities

• Client Account Management: Serve as the primary point of contact for designated customer accounts, delivering prompt responses to inquiries, account updates, and service requests.

• Order & Project Coordination: Track orders and projects from purchase order entry through production to final shipment and delivery.

• Schedule & Progress Tracking: Monitor production timelines, milestones, and open tasks to maintain on-time delivery commitments.

• Cross-Functional Collaboration: Partner with Production, Engineering, Purchasing, Quality, and Logistics teams to address schedule adjustments and ensure products meet customer specifications.

• Order Auditing & Data Entry: Verify purchase orders for correct pricing, quantities, revision levels, and lead times; accurately enter and update records in ERP/MRP systems.

• Documentation & Billing Support: Maintain thorough client records and correspondence, assisting finance teams with invoice reconciliations as needed.

• Proactive Communication: Keep clients and internal teams informed regarding schedule changes, operational updates, or potential delays.

Qualifications & Skills

Requirements:

• Proven background in customer service, order management, project coordination, or account support within contract, industrial, or technical manufacturing environments.

• Practical understanding of manufacturing workflows, purchase orders, production scheduling, and fulfillment operations.

• Proficiency with ERP/MRP software platforms, Microsoft Excel, and Microsoft Outlook.

• Strong organizational, analytical, and professional written/verbal communication skills.

Preferred Qualifications:

• Familiarity with supporting OEM accounts, precision sheet metal fabrication, machining, or electronics manufacturing.

• Knowledge of work order processing, customer portals, Return Material Authorizations (RMAs), and demand forecasting.