Customer Service Representative

Job Description

Job Description

Job Title: Customer Service Representative Job Description

This onsite Customer Service Representative role at a manufacturing plant focuses on overseeing customer relationships, managing delivery processes, and addressing customer support needs. You will serve as the primary point of contact for assigned customer accounts, ensuring a high level of customer satisfaction while supporting operational and business goals. The position plays a key role in the daily management of customer orders, from forecast review to order entry, issue resolution, and coordination with internal teams.

• Provide first-class customer service to internal and external customers by responding promptly and professionally to all inquiries.
• Develop and maintain strong, professional working relationships with customers and internal team members across operations, finance, and accounting.
• Handle all customer inquiries related to order status, complaint resolution, pricing issues, shipping errors, and other order-related concerns.
• Receive and review customer forecasts and orders to ensure completeness and accuracy.
• Manage order activities within customer-assigned portals, when applicable, to maintain up-to-date and accurate information.
• Assist account managers with SKU management activities, including some customer price communications as needed.
• Ensure issues are resolved promptly and thoroughly by clarifying the customers complaint, determining root cause, selecting and explaining the best solution, expediting corrections or adjustments, and performing follow-up to confirm resolution.
• Partner with operations to resolve reported quality concerns and on-time delivery issues, ensuring customers receive products as expected.
• Review incoming purchase orders for accuracy, including pricing, lead time, terms, sold-to and ship-to information, and customer part numbers.
• Process manual orders in the Enterprise Resource Planning (ERP) system, ensuring accurate and timely entry.
• Manage Electronic Data Interchange (EDI) orders by monitoring and resolving order demand issues through the ERP-designated error file.
• Work with customers to correct orders or forecasts that do not meet quoted terms, and escalate unresolved issues to the assigned account manager when necessary.
• Collaborate with finance to support ERP-related pricing updates and ensure accurate billing.
• Negotiate requested order changes related to shipping location, quantities, and due dates with both operations and the customer.
• Approve or reject expedited freight charges using the internal approval process and lead related customer communication and negotiation.
• Reconcile invoice deductions and resolve pricing discrepancies in partnership with the accounting department.
• Perform accurate data entry for orders and customer information to support efficient order processing and reporting.
• Handle inbound customer calls in a call center or service environment, providing timely and courteous support.
• Observe all safety and OSHA procedures and standards, including proper use of personal protective equipment (PPE) when required, and adhere to lifting guidelines up to 25 pounds without assistance.
• Complete other related duties as assigned to support customer service, order management, and plant operations.

• High school diploma or GED required.
• Minimum of one year of customer service experience in a manufacturing or distribution environment desired.
• Experience working with an Enterprise Resource Planning (ERP) system is required.
• Ability to convey information accurately and efficiently in both verbal and written form.
• Approachable and positive communication style when interacting with customers and internal team members.
• Ability to accept ownership of issues, analyze problems, and work systematically to resolve them.
• Ability to provide excellent customer service while consistently adhering to company policies and procedures.
• Proven proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and Teams.
• Strong time-management skills, including the ability to organize tasks, prioritize work, and meet deadlines.
• Excellent attention to detail and a high degree of accuracy in order entry and documentation.
• Ability to work well under pressure in a fast-paced environment and manage multiple priorities.
• Customer service skills in a call center, inbound call, or service environment.
• Data entry skills with a focus on accuracy and speed.
• Experience with order entry and customer support in a business-to-business environment.

• Customer service experience in a manufacturing or distribution setting is strongly preferred.
• Experience managing customer forecasts and orders through customer-specific portals.
• Familiarity with SKU management and basic price communication with customers.
• Experience working with Electronic Data Interchange (EDI) orders and resolving related ERP error files.
• Ability to collaborate effectively with cross-functional teams, including operations, finance, and accounting.
• Comfort handling customer complaints and negotiating solutions related to pricing, freight, and order changes.
• Demonstrated ability to reconcile invoice deductions and resolve pricing discrepancies.
• Experience in environments that emphasize lean principles and continuous improvement is a plus.

This is a fully onsite position located at a manufacturing plant. You will work closely with plant operations, materials, finance, and accounting teams in a setting that emphasizes safety, efficiency, and continuous improvement. The role involves regular use of an Enterprise Resource Planning (ERP) system, customer portals, Electronic Data Interchange (EDI) tools, and Microsoft Office applications such as Excel, Word, PowerPoint, Outlook, and Teams. You will spend most of your time in an office environment within the plant, handling inbound calls, performing data entry, and managing orders, with occasional movement through production areas as needed to coordinate with operations. The organization focuses on the health and safety of employees, adherence to OSHA standards, and the use of personal protective equipment (PPE) when required. The position requires the ability to lift up to 25 pounds without assistance and to work under time-sensitive conditions to meet customer deadlines. The culture emphasizes partnership with customers, teamwork, and a commitment to quality, on-time delivery, and continuous improvement in processes.

This is a Contract position based out of Indianapolis, IN.

The pay range for this position is $24.00 - $24.00/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)

This is a fully onsite position in Indianapolis,IN.

This position is anticipated to close on Oct 20, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications withoutregard to race, sex, age, color, religion, national origin, veteran status, disability,sexual orientation, gender identity, genetic information or any characteristic protectedby law.

If you would like to request a reasonable accommodation, such as the modification oradjustment of the job application process or interviewing process due to a disability,please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in thecity and county of San Francisco, we will consider for employment qualified applicantswith arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as acondition of employment or continued employment. An employer who violates this lawshall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process,including sourcing, screening, and evaluating candidates. AI helps assess applicationsand qualifications, but final decisions are made by our hiring team. By applying, youacknowledge and agree that your application may be reviewed using AI tools.