Customer Service Representative

The Customer Service Representative (CSR) is responsible for providing timely, accurate, and professional support to customers by managing order processing, quotations, and ongoing order status communication. The CSR partners closely with internal teams including Sales, Engineering, Production, Quality, and Finance to ensure customer requirements are understood, orders are processed accurately, and customer expectations are met.

Knowledge / Skills:

• Proficiency with ERP systems and order processing software
• Strong working knowledge of Microsoft Office (Excel, Word, Outlook)
• Ability to navigate database, inventory, manufacturing, and order management systems
• Strong written and verbal communication skills
• Excellent organizational skills with the ability to manage multiple priorities
• High attention to detail and follow-through
• Self-motivated with the ability to work independently
• Strong teamwork and collaboration skills
• Customer-focused mindset with strong problem-solving ability
• Ability to make decisions and take ownership of outcomes

Qualifications / Education / Experience:

• High School Diploma required
• Associate’s degree in a technical or related discipline preferred
• Minimum of 5 years of experience in a customer service, order management, or similar role within a manufacturing environment preferred
• Excellent phone etiquette and interpersonal communication skills
• Ability to multitask, organize, and prioritize workload effectively
• Proficient in English (written and verbal)
• Strong attention to detail and accuracy

Duties / Responsibilities:

• Provide timely and accurate responses to customer inquiries regarding pricing, product availability, orders, shipments, and invoicing
• Receive, review, and process customer orders and purchase orders in accordance with company procedures
• Ensure customer order requirements, shipping instructions, and specifications are accurately entered and communicated internally
• Maintain customer master data, cross-reference files, and shipping arrangements within ERP systems
• Monitor open, late, or held orders and proactively identify solutions to meet delivery commitments
• Communicate order status updates clearly and professionally to customers
• Partner with Finance to support the collection of receivables and resolution of invoice discrepancies
• Coordinate with Sales, Product Marketing, Engineering, Production, and Quality to address customer needs and resolve issues
• Conduct contract and order reviews to ensure accuracy and compliance with customer requirements
• Review and interpret manufacturing drawings, blueprints, and technical specifications to confirm order accuracy
• Manage customer returns, exchanges, and warranty claims in accordance with company policies
• Investigate return requests and collaborate with Quality to analyze root causes and corrective actions
• Maintain accurate documentation and records related to customer orders and communications
• Project a positive and professional image of company to customers and internal stakeholders

Benefits:

• Medical, Dental, and Vision Insurance
• Company-Paid Life Insurance
• Short-Term and Long-Term Disability
• 401(k) Retirement Plan with Company Match
• Paid Time Off (PTO) and paid company holidays
• Employee Assistance Program (EAP)
• Professional Development and Training Opportunities