Manufacturing Customer Service Representative

Manufacturing Customer Service Representative Job Description Template

Our company is looking for a Manufacturing Customer Service Representative to join our team.


  • Enter orders, manage or escalate any concerns and ensure that appropriate changes were made to resolve customers’ concerns;
  • Use creativity to design or explore the desired product requested if outside of the norm;
  • Work with price lists and/or other department heads to determine charges for services requested, collect deposits or payments, or arrange for billing;
  • Resolve any billing issues by processing product exchanges and working with accounting department to refund or credit where necessary;
  • Partner with sales, marketing and operations teams to ensure meeting and exceeding customers’ service expectations;
  • Support sales and business development initiatives when new options are available or where it would appropriately support the customer’s needs;
  • Issues credits, sends order acknowledgements and composes letters to customers and potential customers;
  • Communicates with all individuals whose involvement impacts customer communications;
  • Primary point of contact for customers, interpreting and implementing customer instructions for the company to produce custom manufacturing products;
  • Updates customer records;
  • Prepares and sends quotes and provides written proposals to customers and potential customers;
  • Interfaces with Territory Managers and VP of Sales;
  • Other duties as assigned;
  • Assimilates customer credit information and provide to the Assistant Controller;
  • Track shipment status of customer orders.


  • Proficient with telephone, call center technology and Microsoft Office suite;
  • Basic understanding of business math principles for job estimation;
  • Excellent interpersonal and communication skills, both verbal and written;
  • Associates degree preferred;
  • Strong organizational and problem-solving skills;
  • Ability to work in a fast paced environment, handling multiple priorities at once with a positive attitude;
  • Good interpersonal skills;
  • Previous experience in sales, ideally selling a custom manufactured product;
  • Safety glasses with side shields are required in the production area;
  • Must have the ability to read, write, speak and understand English plus have adequate hearing and visual acuity;
  • Must be able to effectively communicate on the telephone while entering data on computer;
  • High school diploma or equivalent;
  • Computer literacy on company supported programs;
  • Demonstrated ability to read engineering drawings;
  • Knowledge of ROM’s Quality Management System.