Serve as a key point of contact for our customers and help deliver an exceptional customer experience throughout the order fulfillment process.

Office

We have an opportunity for an experienced Customer Service Representative to serve as a key point of contact for our customers and help deliver an exceptional customer experience throughout the order fulfillment process.

Job Description

Essential Job Functions:

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, including processing 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 before orders enter production.
Monitor open orders, production status, and delivery commitments to anticipate potential issues and proactively communicate changes or concerns to customers.
Expedite customer orders when necessary and coordinate internally to support customer requirements and on-time delivery.
Partner with Production, Scheduling, Sales, Shipping, Quality, and other departments to research customer inquiries, determine order status, and resolve issues.
Communicate schedule changes, delivery concerns, order discrepancies, and other relevant information to customers in a timely and professional manner.
Escalate significant customer concerns, production constraints, or delivery risks to appropriate internal stakeholders and assist in developing solutions.
Coordinate customer product returns through the Return Material Authorization (RMA) process and ensure appropriate internal communication and follow-through.
Maintain and analyze customer backlog information, prepare weekly backlog reporting, and follow up on items requiring action.
Research and resolve customer invoicing and payment discrepancies in partnership with Accounting and other internal departments.
Coordinate customer pickups and special shipping requirements with the Shipping department.
Maintain accurate and up-to-date customer and order information, including relevant customer communications, within the company’s ERP system and other applicable systems.
Represent the company professionally in all customer interactions and contribute to building long-term customer relationships.
Identify opportunities to improve customer service processes, communication, and overall efficiency.
Support the company's Lean Manufacturing and continuous improvement initiatives.
Follow and support all established safety policies and procedures.
Maintain regular and reliable onsite attendance.
Perform other duties and responsibilities as assigned.

A Workplace With Integrity

Your voice is heard
Your ideas are welcomed
Your mind is challenged
You enjoy great benefits
You share our core values: optimism, innovation, and teamwork
You care that your employer follows green initiatives and has a culture of responsibility to the environment and community

We offer a flexible and empowering work environment.

We support and encourage lifelong learning and professional development.

We embrace continuous improvement at all levels of the organization.

We have fun and celebrate success!

Job Requirements & Working Conditions

Associate degree in Business, Business Administration, Administrative Professional, Supply Chain, or a related field required.
Minimum of two years of customer service, account coordination, order management, or related experience in a manufacturing environment required.

Demonstrated ability to manage multiple customer accounts, priorities, deadlines, and changing requirements in a fast-paced environment.
Strong attention to detail and a high degree of accuracy when processing orders, reviewing customer requirements, and maintaining system information.
Strong problem-solving skills with the ability to research issues, coordinate across departments, and independently follow matters through to resolution.
Excellent verbal, written, and interpersonal communication skills, including the ability to communicate professionally with customers and employees at all levels of the organization.
Ability to confidently communicate schedule changes, delivery concerns, and other challenging information 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, including Outlook, Word, and Excel, as well as customer portals and web-based systems.

Previous experience with DELMIAWorks/IQMS or a comparable manufacturing ERP system is strongly preferred. Must demonstrate the ability to quickly learn new software and customer systems.
General understanding of manufacturing processes, production scheduling, inventory, shipping, and order fulfillment is preferred.
Basic mathematical skills, including the ability to calculate discounts, percentages, quantities, and other routine business calculations.
Sound judgment and decision-making skills with the ability to interpret detailed information, recognize potential problems, determine appropriate next steps, and know when escalation is necessary.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to move throughout the office areas to distribute mail and to file. The employee is occasionally required to reach with hands and arms and stoop, kneel, or crouch to place or retrieve files from filing cabinets or shelves. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
The noise level in the office work environment is low to moderate, and is usually moderate in the production work environment.