Senior Representative, Customer Service

Job Summary

The Senior Representative, Customer Service supports critical daily operations within the Customer Service organization, with a strong focus on after-hours customer availability, operational reporting, trend analysis, and process documentation. This senior individual contributor provides advanced support for urgent customer needs, maintains key performance and backlog reporting, updates Standard Operating Procedures (SOPs), and identifies recurring issues impacting service quality, revenue, and customer satisfaction.

This role serves as a high-level resource to internal teams and cross-functional partners, driving consistency, accuracy, and continuous improvement without direct leadership responsibilities.

Essential Duties

• Serve as the on-call point of contact for urgent customer support needs outside standard business hours, ensuring timely responses and service continuity

• Document all customer interactions, escalations, and after-hours activities for compliance, tracking, and audit purposes

• Complete daily operational reporting related to sales, revenue, backlog, and order activity

• Develop and maintain reports that provide performance insights and operational transparency

• Analyze order trends and recurring issues to proactively identify customer pain points and workflow inefficiencies

• Maintain and update Standard Operating Procedures to reflect current processes and best practices

• Identify opportunities to streamline workflows and support continuous improvement initiatives

• Act as a subject matter expert on operational procedures and provide guidance to team members

• Collaborate with internal departments to ensure a smooth end-to-end order process

• Support leadership with operational metrics, reports, and presentations

• Monitor high-priority orders and ensure timely internal follow-up

• Identify operational risks and recommend improvements to enhance service reliability

Required Knowledge, Skills, and Abilities

• Strong analytical, reporting, and communication skills

• Excellent problem-solving abilities with a customer-focused approach

• Ability to manage multiple priorities in a fast-paced environment

• Proficiency with ERP and CRM systems (such as Epicor and Salesforce)

• High attention to detail and accuracy

• Comfortable presenting data and participating in cross-functional meetings

Education and Experience

• High school diploma or equivalent required

• Associates or Bachelors degree in Business, Communications, or a related field preferred

• Minimum of 4 years of customer service experience

• At least 2 years in a reporting or analytical role preferred

• Experience in manufacturing, logistics, automotive, or technical support environments is a plus