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. The role requires strong organizational skills, attention to detail, and the ability to effectively manage multiple priorities in a fast-paced manufacturing environment.

ESSENTIAL JOB FUNCTIONS:

• Serve as the primary contact for customer inquiries related to order status, delivery schedules, product availability, and general account support.
• Coordinate 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.
• Monitor customer orders from receipt through shipment and proactively communicate significant changes or concerns.
• Assist Program Managers with customer communications, documentation requests, and account support activities.
• Coordinate with Operations and Planning to obtain production feedback and communicate schedule changes, delays, or recovery plans to customers.
• Support customer request management, including order acknowledgments, documentation requests, certifications, and other account-related inquiries.
• 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.
• Assist with preparation of customer reports, presentations, and performance metrics.
• Maintain a professional and customer-focused approach in all communications.

Note: This is not an inclusive list of duties and responsibilities

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