Customer Service Representative (CSR) Auto/Rail
Michigan Staffing, Hastings, Michigan, United States, 49058
Customer Service Representative (CSR)
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 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 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 mutual respect among team members.
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 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 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 mutual respect among team members.