Customer Service Representative
Job Description
- Maintain a safe, ethical, customer-focused work environment in compliance with company policies and procedures.
- Serve as the primary point of contact for assigned customers, providing timely, professional, and courteous service.
- Review customer purchase orders, quotes, drawings, engineering revisions, and special instructions to verify pricing, quantities, revisions, specifications, delivery requirements, and order accuracy.
- Acknowledge customer orders and communicate lead times, delivery commitments, and order requirements.
- Enter and maintain customer orders in the ERP system with a high degree of accuracy.
- Create manufacturing jobs, job travelers, and production packets, ensuring all required documentation and approvals are complete before releasing jobs to the manufacturing floor.
- Review ERP routing, operations, and process details to ensure accuracy and completeness prior to production release.
- Coordinate with other departments to ensure accurate and timely order processing.
- Communicate schedule changes, delays, engineering changes, order updates, and shipment information to customers promptly.
- Maintain accurate customer service files, including purchase orders, quotes, drawings, revisions, certifications, correspondence, and order-related documentation.
- Respond promptly to customer inquiries regarding orders, pricing, lead times, shipments, etc.
- Resolve order discrepancies, delivery concerns, and other customer issues.
- Support estimating and quoting by providing customer information, order history, and other relevant details.
- Protect customer confidentiality and proprietary information.
- Participate in continuous improvement initiatives that enhance customer satisfaction, improve workflow efficiency, and reduce order processing errors.
- Maintain a high level of accuracy, organization, attention to detail, and responsiveness while managing multiple orders and priorities.
- Comply with company quality management system requirements, customer-specific requirements, and applicable ISO 9001 and/or AS9100 standards.
- Perform other duties and special projects as assigned by management.
Qualifications
Qualifications
- Ability to build and maintain positive, professional relationships with customers, vendors, and internal team members.
- Strong verbal, written, and interpersonal communication skills with a customer-focused approach.
- Proficient in Microsoft Office Suite and ERP/MRP systems.
- Strong organizational, problem-solving, and time management skills with the ability to manage multiple priorities.
- Basic mathematical skills with the ability to verify pricing, quantities, and other order information.
- Strong attention to detail and commitment to maintaining accurate records.
- Ability to adapt to changing priorities while maintaining a high level of accuracy and customer service.
Preferred Skills and Experience
- Associate’s degree in Business, Manufacturing, or a related field.
- Two (2) years of customer service experience; experience in a manufacturing environment.
- Ability to interpret customer purchase orders, engineering drawings, revisions, and specifications.
Duties
