Customer Service Representative

POSITION SUMMARY

The Customer Service Representative serves as the primary point of contact for customers, ensuring timely and professional communication regarding orders, schedules, product inquiries, and service requests. This position coordinates closely with Program Managers, Site Management, Operations, Quality, Planning, and Shipping to gather information and provide accurate status updates to customers.

Essential Job Functions

• Serve as the primary contact for customer inquiries related to order status, delivery schedules, product availability, and general account support.
• Cook up communication between customers, Program Managers, Site Management, Operations, Planning, Quality, and Shipping to ensure timely resolution of customer requests.
• Utilize the company ERP system to review customer orders, production status, inventory availability, shipments, and related business information.
• Provide customers with accurate updates regarding order progress, production schedules, shipment status, and potential delivery impacts.
• Maintain customer records, communication logs, and supporting documentation in accordance with company procedures.
• Escalate customer concerns, delivery risks, quality issues, or service challenges to the appropriate personnel for resolution.
• Support shipping and logistics communications by coordinating shipment tracking information and delivery confirmations when required.
• Participate in customer meetings, internal production meetings, and cross-functional discussions as needed to support customer satisfaction.
• Aid with preparation of customer reports, presentations, and performance metrics.

SKILL REQUIREMENTS

• Excellent time management and multitasking skills
• Good planning and organizational skills

Qualifications

• 2+ years of customer service, account management, administrative support, or manufacturing support experience preferred.
• Experience in a manufacturing environment is preferred.
• Experience working with ERP systems is preferred.
• Computer literacy; Proficiency in Microsoft Word, Excel, Outlook, data entry
• Ability to enter data efficiently, timely and correctly in order to meet deadlines
• Well-developed verbal, listening, and written communications skills
• Ability to work independently or as a team player
• Attention to detail and a high level of accuracy and confidentiality
• Ability to maintain a professional appearance and manner

Salary Description

$22.00-$30.00