OFFICE

About the Role

Serve as a primary day-to-day contact for assigned customers, building strong working relationships and providing responsive, professional service. Manage customer orders from receipt through shipment, ensuring accuracy, timely communication, and issue resolution.

Responsibilities

• Process orders received through EDI, email, customer portals, and phone communications.
• Review purchase orders and customer requirements for accuracy and completeness, proactively identifying and resolving discrepancies.
• Monitor open orders, production status, and delivery commitments to anticipate and address potential issues.
• Expedite customer orders when necessary and coordinate internally to support on-time delivery.
• Research customer inquiries, determine order status, and resolve issues in partnership with Production, Scheduling, Sales, Shipping, Quality, and other departments.
• Communicate schedule changes, delivery concerns, order discrepancies, and other relevant information to customers.
• Escalate significant customer concerns, production constraints, or delivery risks to internal stakeholders and assist in developing solutions.
• Coordinate customer product returns through the Return Material Authorization (RMA) process.
• Maintain and analyze customer backlog information, prepare weekly backlog reporting, and follow up on action items.
• Research and resolve customer invoicing and payment discrepancies with Accounting and other departments.
• Coordinate customer pickups and special shipping requirements with the Shipping department.
• Maintain accurate customer and order information within the company’s ERP system and other applicable systems.
• Identify opportunities to improve customer service processes, communication, and efficiency.
• Support Lean Manufacturing and continuous improvement initiatives.
• Follow established safety policies and procedures.
• Perform other duties as assigned.

Requirements

• Demonstrated ability to manage multiple customer accounts, priorities, deadlines, and changing requirements in a fast-paced environment.
• Strong attention to detail and accuracy when processing orders, reviewing requirements, and maintaining system information.
• Strong problem-solving skills with the ability to research issues, coordinate across departments, and follow matters through to resolution.
• Excellent verbal, written, and interpersonal communication skills, including professional communication with customers and employees at all levels.
• Ability to communicate challenging information (e.g., schedule changes, delivery concerns) while maintaining positive customer relationships.
• Strong organizational and time-management skills with the ability to prioritize competing demands in a high-volume environment.
• Proficiency in Microsoft Office applications (Outlook, Word, Excel) and customer portals/web-based systems.
• Previous experience with DELMIAWorks/IQMS or a comparable manufacturing ERP system is strongly preferred.
• General understanding of manufacturing processes, production scheduling, inventory, shipping, and order fulfillment is preferred.
• Basic mathematical skills, including calculating discounts, percentages, quantities, and routine business calculations.
• Sound judgment and decision-making skills with the ability to interpret detailed information, recognize potential problems, and determine appropriate next steps.

Physical Demands

• Regularly required to sit, use hands, and talk or hear.
• Frequently required to move throughout the office, distribute mail, and file.
• Occasionally required to reach, stoop, kneel, or crouch to place or retrieve files.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities include close vision and ability to adjust focus.

Work Environment

The noise level in the office work environment is low to moderate, and usually moderate in the production work environment.