Customer Service Representative

The Customer Service Representative (CSR) serves as the primary point of contact for customers, supporting order management, inside sales activities, reporting, and account coordination. This role is responsible for delivering a high level of customer support while managing daily operational activities, maintaining strong customer relationships, and supporting business growth initiatives. 

Primary Responsibilities:

· Acts as the primary contact for assigned customer accounts 

· Manages customer inquiries related to orders, pricing, lead times, shipments, and product availability

· Builds and maintains strong relationships with customers and key accounts 

· Participates in regular customer meetings to review operational performance, forecasts, backlog, and service concerns 

· Supports escalation management and drives timely issue resolution 

· Provides proactive communication regarding delays, supply constraints, and recovery plans 

· Processes sales orders, changes requests, and returns accurately within ERP systems 

· Reviews order requirements for pricing, inventory availability, and lead times 

· Coordinates with planning, production, shipping, and procurement teams to support customer commitments 

· Monitors open orders and backlog to ensure on-time delivery performance 

· Supports month-end shipment activities and backlog reviews 

· Prepares quotations, pricing updates, and sales-related documentation 

· Supports sales teams with follow-ups and account coordination

· Assists with contract reviews, pricing agreements, and customer programs 

· Maintains customer records and sales activity within CRM systems 

· Analyzes backlog, service levels, shipment performance, and customer trends 

· Supports KPI tracking and reporting activities 

· Provides data and operational updates during internal and customer meetings 

· Collaborate with cross-functional departments to resolve operational issues 

· Supports process improvement initiatives and continuous improvement activities 

· Maintains accurate customer documentation and records 

· Completes assigned training and development programs 

· Supports additional business needs as required

Knowledge, Skills, and Abilities Required

· Strong knowledge of customer service, account management, order processing, and inside sales support. 

· Experience with ERP and CRM systems, order management, pricing, inventory review, and reporting. 

· Strong understanding of lead times, backlog management, shipments, and supply chain coordination.

· Excellent customer communication, relationship management, and problem-solving skills. 

· Ability to manage multiple priorities, deadlines, and high-volume customer interactions in a fast-paced environment. 

· Strong analytical and organizational skills with attention to detail and accuracy. 

· Ability to collaborate effectively with Sales, Planning, Production, Shipping, Procurement, and Finance teams. 

· Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and reporting tools.

Minimum Qualifications

• Associate or bachelor's degree in business administration, Supply Chain, Sales, or related field preferred (or equivalent work experience).
•  2–5+ years of experience in customer service, sales administration, inside sales, account management, or order management. 
• Experience working in a manufacturing, distribution, or B2B environment preferred. 
• Experience using ERP/CRM systems and customer order management processes preferred.
   

Work Environment

•  On-site at the manufacturing facility.
•  Fast-paced, deadline-driven environment.