Customer Service Representative

Position Summary 

The Customer Service Representative is responsible for serving as the primary day-to-day contact for assigned customers by providing exceptional customer service, order management, and communication support. This position ensures customer orders, inquiries, and requests are processed accurately and efficiently while delivering a positive customer experience. 

The Customer Service Representative works closely with customers and internal departments including Sales, Engineering, Operations, Production, Shipping, and Finance to ensure customer expectations are met and customer commitments are fulfilled. This position plays a critical role in building strong customer relationships, supporting customer retention, and ensuring operational excellence. 

Essential Duties and Responsibilities 

• Serve as the primary day-to-day contact for assigned customer accounts. 

• Process customer orders, purchase orders, and change requests accurately and timely. 

• Review customer purchase orders for completeness, pricing accuracy, and contractual requirements. 

• Enter and maintain customer orders within ERP/CRM systems. 

• Communicate order status, delivery schedules, and shipment information to customers. 

• Respond promptly to customer inquiries regarding orders, pricing, delivery, products, and services. 

• Coordinate customer requests and requirements with Engineering, Operations, Production, and Shipping teams. 

• Monitor customer orders throughout the production process to ensure on-time delivery commitments are achieved. 

• Identify and proactively communicate potential delays, issues, or risks impacting customer commitments. 

• Coordinate and manage customer change orders and revisions. 

• Escalate customer concerns, complaints, and service issues to appropriate leadership when necessary. 

• Develop and maintain strong customer relationships through regular communication and responsiveness. 

• Support quote preparation, proposal development, and sales activities as assigned. 

• Maintain accurate customer records, documentation, and correspondence. 

• Assist with customer onboarding activities and account setup. 

• Support customer satisfaction initiatives and customer retention efforts. 

• Participate in customer meetings, reviews, and internal project meetings as required. 

• Collaborate with cross-functional teams to improve customer service processes and operational effectiveness. 

• Support continuous improvement initiatives focused on customer experience and operational excellence. 

• Maintain confidentiality regarding customer information, pricing, and company business matters. 

• Perform other duties and special projects as assigned. 

Qualifications 

• Associate's degree in Business Administration, Customer Service, Communications, or related field preferred. 

• Minimum of 3 years of customer service, account management, inside sales, or related experience preferred. 

• Experience utilizing ERP/MRP, CRM, and customer management systems preferred. 

• Experience supporting customer accounts in a business-to-business environment preferred. 

• Proficiency with Microsoft Office applications required. 

Physical Requirements 

• Prolonged periods of sitting and working at a computer. 

• Ability to communicate verbally and in writing. 

• Ability to occasionally walk manufacturing areas to support customer inquiries and operational activities. 

• Ability to occasionally lift office materials or files up to 15 pounds.