Customer Service Representative 1 Auto/Rail
Flexfab, LLC, Hastings, Michigan, United States, 49058
Overview
Position Summary: Customer Service Representative (CSR) will be working under general supervision. The CSR is a direct link between the customer and business with the responsibility to deliver superior customer service in providing customer with product availability, expediting of orders, scheduled delivery dates, purchase order change request along with communicating published product lead times. Receive, prioritize, review purchase order contract terms and clauses and enter orders. This role serves as the primary point of contact for our customers and must collaborate closely with internal teams to provide an exceptional customer service experiences to both internal and external customers as well as manage customer expectations within our organization. The CSR drives alignment with Flexfab’s strategic goals, business objectives, and HEARTS culture.
Essential Duties And Responsibilities
Retrieve, review, and enter new purchase orders, purchase contracts, blanket orders, or sales releases utilizing the Contract review procedure (60-1020) with high accuracy and process purchase order change request, expedite request, and cancellation request. Cross functional coordination with Quality, Engineering, Manufacturing and CSR Supervisor with any discrepancies.
Process RGA (return orders); coordinate with Quality, Finance, and Shipping.
Answer phones and email requests timely to maintain internal and external customers requested information, delivery of orders, expedite shipments, and shipping information.
Enter new customers and maintain existing customer master changes made to shipping information, billing information and delivery addresses.
Prototype and Production product development: create, coordinate, and manage quote launch process for single and program parts. Process prototype sample orders in both the LN and PLM systems and work from prototype orders into the new product launch phase in the PLM system for production part number creation to launch new production builds.
Maintain customer portals
Follow up reports, delivery dates, and shipment information.
Pull, print, and acknowledge customer forecast, purchase order or purchase order changes for delivery, pricing, and terms.
Success Measures
Order quality and throughput
Responsiveness & customer satisfaction
Collaboration and overall team/individual success
Quality, problem solving and conflict resolution
Portal knowledge and timeliness
Qualifications
Must be 18 years of age or older.
Prefer associate degree or minimum of 3 years B2B customer service experience in a manufacturing environment
Order management experience
Strong experience with Microsoft Office/Teams/Outlook/BAAN/LN
Working Conditions
Professional office setting within manufacturing facility
Will need to be on the production floor - PPE required
Work with both internal and external customers
Sitting, standing, bending, twisting, lifting & walking
Core Competencies - Individual Contributor
Situational Adaptability
Analytical Skills
Drives Results
Plans & Aligns
Decision Quality
Action Oriented
Collaborates
Ensures Accountability
Communicates Effectively & Influences
Instills Trust
Models Flexfab’s HEARTS Values
Honesty - Lead with integrity and transparency in technical decision-making and stakeholder interactions.
Excellence - Relentlessly pursue innovative solutions that exceed expectations in product performance, safety, and quality.
Accountability - Own the outcomes of technology programs and foster a culture of responsibility within the team.
Respect - Champion collaboration and value the diverse expertise of engineers, scientists, and partners across functions.
Teamwork - Build strong cross-functional teams that work in unison to deliver results from concept through launch.
Support - Enable professional growth and promote a balanced, high-performing environment that benefits individuals, the organization, and broader community.
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Position Summary: Customer Service Representative (CSR) will be working under general supervision. The CSR is a direct link between the customer and business with the responsibility to deliver superior customer service in providing customer with product availability, expediting of orders, scheduled delivery dates, purchase order change request along with communicating published product lead times. Receive, prioritize, review purchase order contract terms and clauses and enter orders. This role serves as the primary point of contact for our customers and must collaborate closely with internal teams to provide an exceptional customer service experiences to both internal and external customers as well as manage customer expectations within our organization. The CSR drives alignment with Flexfab’s strategic goals, business objectives, and HEARTS culture.
Essential Duties And Responsibilities
Retrieve, review, and enter new purchase orders, purchase contracts, blanket orders, or sales releases utilizing the Contract review procedure (60-1020) with high accuracy and process purchase order change request, expedite request, and cancellation request. Cross functional coordination with Quality, Engineering, Manufacturing and CSR Supervisor with any discrepancies.
Process RGA (return orders); coordinate with Quality, Finance, and Shipping.
Answer phones and email requests timely to maintain internal and external customers requested information, delivery of orders, expedite shipments, and shipping information.
Enter new customers and maintain existing customer master changes made to shipping information, billing information and delivery addresses.
Prototype and Production product development: create, coordinate, and manage quote launch process for single and program parts. Process prototype sample orders in both the LN and PLM systems and work from prototype orders into the new product launch phase in the PLM system for production part number creation to launch new production builds.
Maintain customer portals
Follow up reports, delivery dates, and shipment information.
Pull, print, and acknowledge customer forecast, purchase order or purchase order changes for delivery, pricing, and terms.
Success Measures
Order quality and throughput
Responsiveness & customer satisfaction
Collaboration and overall team/individual success
Quality, problem solving and conflict resolution
Portal knowledge and timeliness
Qualifications
Must be 18 years of age or older.
Prefer associate degree or minimum of 3 years B2B customer service experience in a manufacturing environment
Order management experience
Strong experience with Microsoft Office/Teams/Outlook/BAAN/LN
Working Conditions
Professional office setting within manufacturing facility
Will need to be on the production floor - PPE required
Work with both internal and external customers
Sitting, standing, bending, twisting, lifting & walking
Core Competencies - Individual Contributor
Situational Adaptability
Analytical Skills
Drives Results
Plans & Aligns
Decision Quality
Action Oriented
Collaborates
Ensures Accountability
Communicates Effectively & Influences
Instills Trust
Models Flexfab’s HEARTS Values
Honesty - Lead with integrity and transparency in technical decision-making and stakeholder interactions.
Excellence - Relentlessly pursue innovative solutions that exceed expectations in product performance, safety, and quality.
Accountability - Own the outcomes of technology programs and foster a culture of responsibility within the team.
Respect - Champion collaboration and value the diverse expertise of engineers, scientists, and partners across functions.
Teamwork - Build strong cross-functional teams that work in unison to deliver results from concept through launch.
Support - Enable professional growth and promote a balanced, high-performing environment that benefits individuals, the organization, and broader community.
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