Customer Service Representative

Customer Service Representative

The Customer Service Representative serves as the primary contact for assigned accounts, ensuring accurate order processing, proactive communication, and seamless coordination across planning, production, logistics, sales, finance, and quality. This role manages the full order lifecyclefrom receipt and confirmation through delivery and follow-upwhile maintaining key systems, resolving customer issues, and supporting continuous improvement in customer service processes.

Responsibilities

• Act as the primary contact for assigned customer accounts, managing day-to-day communication and service needs.
• Receive, review, and confirm customer orders, including researching material availability, verifying price records, and determining appropriate shipping methods.
• Monitor incoming customer orders and forecasted demand, and compare this with production availability to ensure timely order fulfillment.
• Work closely with planning, production, and logistics teams to ensure material is produced or available in stock to meet customer due dates.
• Maintain ongoing communication with customers regarding demand and order status to ensure proper material planning.
• Communicate priority customer orders and material needs to the planning department to support accurate scheduling.
• Collaborate with the supply chain team to review order status, coordinate changes, and obtain accurate shipment information.
• Provide customers with routine updates about changes in supply and delivery timelines, ensuring transparency and reliability.
• Prepare and deliver order-related documentation such as invoices, certificates of analysis, and other required documents.
• Enter customer complaints into the appropriate systems and provide timely follow-up, either formally or informally, as required.
• Partner with Sales and Quality Management to communicate effectively about customer issues and resolutions.
• Maintain and update systems in Lotus Notes and SAP, including new business, lost business, first-time production, and designated SAP master data.
• Investigate and resolve SAP error messages and recommend system changes where applicable to increase efficiency.
• Assist in training other team members by supporting procedure documentation and developing customer profiles.
• Provide backup support to assigned Customer Service Representatives and other team members as needed to ensure continuity of service.
• Work with the credit department to research and provide necessary information to complete credits, debits, and special billing in a timely manner.
• Use independent judgment and discretion to manage daily customer service activities and make decisions that best serve customer accounts.
• Provide proactive communication regarding account activity to the Sales Team, Finance, and the broader supply chain.
• Effectively multitask and manage multiple projects and priorities in a fast-paced environment while maintaining high accuracy and follow-through.

Essential Skills

• 1 to 3 years of experience in a customer service role within a manufacturing environment.
• Ability to independently perform daily activities within customer service to ensure order fulfillment and high service levels.
• Demonstrated experience in customer service, customer support, and data entry.
• Proven ability to communicate effectively with internal and external customers in both written and verbal form.
• Strong organizational skills with the ability to follow through on multiple projects simultaneously.
• Ability to effectively multitask and prioritize work under pressure in a fast-paced environment.
• Working knowledge of SAP systems for order processing and master data management.
• Experience with computer-based order processing and MRP (Material Requirements Planning) systems.
• Proficient PC skills, including Lotus Notes, Microsoft Word, Excel, PowerPoint, and Access.
• Ability to use independent judgment and discretion, applying technical and professional knowledge to manage processes and serve accounts.

Additional Skills & Qualifications

• College degree preferred.
• Production planning experience is a plus.
• Knowledge of the flavor industry is advantageous.
• Ability to provide recommendations for SAP process improvements to increase efficiency.
• Skill in documenting procedures and developing detailed customer profiles to support training and knowledge sharing.
• Experience collaborating with cross-functional teams such as Sales, Finance, Supply Chain, and Quality Management.

Work Environment

This role operates in a professional office environment that is fast-paced and highly collaborative, with frequent interaction across planning, production, logistics, sales, finance, and quality teams. Work is primarily performed using computer-based systems, including SAP, Lotus Notes, and Microsoft Office applications such as Word, Excel, PowerPoint, and Access. The position involves managing multiple priorities and deadlines, requiring strong attention to detail and comfort with frequent communication via email, phone, and other digital tools. The environment supports independent decision-making and proactive problem-solving, with a focus on continuous improvement and efficient order fulfillment.

Job Type & Location

This is a Contract to Hire position based out of Elyria, OH.

Pay and Benefits

The pay range for this position is $24.00 - $26.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Elyria, OH.

Application Deadline

This position is anticipated to close on Sep 16, 2026.