Customer Service Representative

Essential Duties & Responsibilities

Duties and responsibilities include the following. Other duties may be assigned. It is expected that each of the duties listed below will be performed to the highest standards of quality, while striving for maximum customer satisfaction, and continually looking for ways to improve the methods, practices and procedures within the area. Further, a positive work atmosphere must, also, be promoted through professional and effective conduct and communications with customers, clients, suppliers, and employees.

The position serves as a central point of contact, coordinating across internal teams to resolve issues, support customer needs, and drive operational efficiency.

Order Management & Fulfilment

• Process customer orders via EDI and manual entry in a technical ERP.

• Coordinate demand, production scheduling, and logistics across manufacturing plants and distribution centers.
• Ensure accurate and timely product delivery to customers.

• Monitor order status, manage back orders, and provide shipment tracking and updates.

• Customer Service & Communication

• Act as the primary point of contact for customers, delivering consistent and high-quality experience.

• Manage high-volume E-Mail and telephone communications professionally and efficiently.

• Resolve customer complaints by identifying solutions or engaging appropriate internal resources.

• Provide delivery information, including availability, scheduling, and order status.

• Provide part number cross-references and basic product information.

• Coordinate customer interactions with technical teams when specialized support is required.

• Product & Technical Support
  
  
  Pricing & Data Management

• Verify and communicate customer pricing.

• Investigate and resolve pricing discrepancies.

• Support annual pricing updates and adjustments.

• Assist with accurate and up-to-date customer data and documentation within ERP systems.

Returns & Financial Transactions

• Process returns and ensures timely issuance of credits and debits.

Quality & Compliance

• Adhere to applicable IATF 16949 / ISO 9001 (formerly TS16949) standards.

• Follow documented procedures, work instructions, and customer-specific requirements.

• Maintain proper documentation in systems such as SharePoint or equivalent platforms.

• Collaboration & Continuous Improvement

• Work closely with customer service team members and cross-functional partners.

• Contribute to continuous improvement initiatives and operational excellence.

• Support achievement of department, facility, and corporate KPIs.

• Acts as a good steward of the Company's resources and exemplifies the values of the Company.
  
  
  Miscellaneous (Non-Supervisory)

• Acts as a good steward of the Company's resources and exemplifies the values of the Company.

• Ensures personal compliance with all Company policies, procedures, values, ethics, and rules.

• Maintains and promotes a safe work environment through ownership of Company safety program. This includes following all safety rules/regulations and proper operating procedures, as well as the proper use of prescribed safety equipment pertinent to the department and immediately reporting all accidents/incidents to supervisor.

• Supports the Company's equal employment opportunity and affirmative action policy and actions, immediately reporting violations to supervisor and/or the Human Resources representative.

• Ensures that work area is free from any form of harassment (sexual, racial, religious, etc.), immediately reporting violations to supervisor and/or the Human Resources representative.

• Supports Company's quality and environmental policies and programs and meets quality requirements specified for position. Meets quality requirements specified by production drawings, bills of materials, control plans, policies, work instructions, and procedures.

• Actively participates in and successfully completes appropriate training. As appropriate, submits documentation of specific training to support successful completion (i.e. course description, certificate; Training Completed/Evaluation Form).

• Meets with supervisor at least once per year to review job performance using this job description as a basis for appraisal.

• Maintains complete security and confidentiality of all Company records and employee data.

• Maintains a clean, orderly and professional work environment.

• Performs other miscellaneous duties as may be assigned.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Associate degree or equivalent preferred; or

• 2-3 years of related customer service or order management experience; or

• Equivalent combination of education and experience.

• Experience in a manufacturing or technical environment preferred.

• Proficiency with ERP systems and Microsoft Office Suite (Excel at intermediate level).

• Strong customer service orientation with a problem-solving mindset.

• Excellent verbal and written communication skills.

• Ability to manage multiple priorities in a high-volume, fast-paced environment.

• Strong attention to detail and organizational skills.

• Ability to work effectively both independently and as part of a team.

• Demonstrated ability to collaborate across functions.

• Strong English communication skills (written and verbal).

• Ability to read and interpret technical documents, catalogs, and customer orders.

• Spanish and/or French language proficiency is a plus.

• Ability to calculate percentages, discounts, and pricing adjustments.

• Ability to solve practical problems with limited standardization.

• Ability to interpret instructions in written, verbal, diagram, and electronic formats.
  
  
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