Manufacturing Customer Service Representative Job Description Template
Our company is looking for a Manufacturing Customer Service Representative to join our team.
Responsibilities:
- 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.
Requirements:
- 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.