The Customer Service Representative (CSR) is responsible for providing timely, accurate, and professional support to customers by managing order processing, quotations, and ongoing order status communication. The CSR partners closely with internal teams including Sales, Engineering, Production, Quality, and Finance to ensure customer requirements are understood, orders are processed accurately, and customer expectations are met.
Knowledge / Skills
Proficiency with ERP systems and order processing software
Strong working knowledge of Microsoft Office (Excel, Word, Outlook)
Ability to navigate database, inventory, manufacturing, and order management systems
Strong written and verbal communication skills
Excellent organizational skills with the ability to manage multiple priorities
High attention to detail and follow-through
Self-motivated with the ability to work independently
Strong teamwork and collaboration skills
Customer-focused mindset with strong problem-solving ability
Ability to make decisions and take ownership of outcomes
Qualifications / Education / Experience
High School Diploma required
Associate’s degree in a technical or related discipline preferred
Minimum of 5 years of experience in a customer service, order management, or similar role within a manufacturing environment preferred
Excellent phone etiquette and interpersonal communication skills
Ability to multitask, organize, and prioritize workload effectively
Proficient in English (written and verbal)
Strong attention to detail and accuracy
Duties / Responsibilities
Provide timely and accurate responses to customer inquiries regarding pricing, product availability, orders, shipments, and invoicing
Receive, review, and process customer orders and purchase orders in accordance with company procedures
Ensure customer order requirements, shipping instructions, and specifications are accurately entered and communicated internally
Maintain customer master data, cross-reference files, and shipping arrangements within ERP systems
Monitor open, late, or held orders and proactively identify solutions to meet delivery commitments
Communicate order status updates clearly and professionally to customers
Partner with Finance to support the collection of receivables and resolution of invoice discrepancies
Coordinate with Sales, Product Marketing, Engineering, Production, and Quality to address customer needs and resolve issues
Conduct contract and order reviews to ensure accuracy and compliance with customer requirements
Review and interpret manufacturing drawings, blueprints, and technical specifications to confirm order accuracy
Manage customer returns, exchanges, and warranty claims in accordance with company policies
Investigate return requests and collaborate with Quality to analyze root causes and corrective actions
Maintain accurate documentation and records related to customer orders and communications
Project a positive and professional image of company to customers and internal stakeholders
Medical, Dental, and Vision Insurance
Company-Paid Life Insurance
Short-Term and Long-Term Disability
401(k) Retirement Plan with Company Match
Paid Time Off (PTO) and paid company holidays
Employee Assistance Program (EAP)
Professional Development and Training Opportunities
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Knowledge / Skills
Proficiency with ERP systems and order processing software
Strong working knowledge of Microsoft Office (Excel, Word, Outlook)
Ability to navigate database, inventory, manufacturing, and order management systems
Strong written and verbal communication skills
Excellent organizational skills with the ability to manage multiple priorities
High attention to detail and follow-through
Self-motivated with the ability to work independently
Strong teamwork and collaboration skills
Customer-focused mindset with strong problem-solving ability
Ability to make decisions and take ownership of outcomes
Qualifications / Education / Experience
High School Diploma required
Associate’s degree in a technical or related discipline preferred
Minimum of 5 years of experience in a customer service, order management, or similar role within a manufacturing environment preferred
Excellent phone etiquette and interpersonal communication skills
Ability to multitask, organize, and prioritize workload effectively
Proficient in English (written and verbal)
Strong attention to detail and accuracy
Duties / Responsibilities
Provide timely and accurate responses to customer inquiries regarding pricing, product availability, orders, shipments, and invoicing
Receive, review, and process customer orders and purchase orders in accordance with company procedures
Ensure customer order requirements, shipping instructions, and specifications are accurately entered and communicated internally
Maintain customer master data, cross-reference files, and shipping arrangements within ERP systems
Monitor open, late, or held orders and proactively identify solutions to meet delivery commitments
Communicate order status updates clearly and professionally to customers
Partner with Finance to support the collection of receivables and resolution of invoice discrepancies
Coordinate with Sales, Product Marketing, Engineering, Production, and Quality to address customer needs and resolve issues
Conduct contract and order reviews to ensure accuracy and compliance with customer requirements
Review and interpret manufacturing drawings, blueprints, and technical specifications to confirm order accuracy
Manage customer returns, exchanges, and warranty claims in accordance with company policies
Investigate return requests and collaborate with Quality to analyze root causes and corrective actions
Maintain accurate documentation and records related to customer orders and communications
Project a positive and professional image of company to customers and internal stakeholders
Medical, Dental, and Vision Insurance
Company-Paid Life Insurance
Short-Term and Long-Term Disability
401(k) Retirement Plan with Company Match
Paid Time Off (PTO) and paid company holidays
Employee Assistance Program (EAP)
Professional Development and Training Opportunities
#J-18808-Ljbffr