Customer Service Representative (SR) - HDT
Flexfab, LLC, Hastings, MI, United States
Customer Service Representative (SR) - HDT
Position Summary
As a Senior Customer Service Representative, you will play a key role in elevating customer experience by providing advanced support, managing complex customer accounts, and serving as a subject matter expert within the Customer Service team. In this role, you will oversee higher?level responsibilities related to order management, customer communication, problem resolution, and cross?functional coordination. You will mentor CSR I team members, ensure accuracy in critical processes, and support continuous improvement initiatives that strengthen the customer service function.
Essential Duties and Responsibilities
Manage key or complex customer accounts, acting as a primary point of contact for escalations, advanced inquiries, and high?priority issues.
Lead forecasting activities, contract management, and long?term planning with customers, ensuring accuracy and alignment with internal teams.
Review, approve, and process advanced customer quotes and documentation in PLM with accuracy and speed.
Oversee the processing of purchase orders in Baan LN, ensuring alignment with customer requirements, contracts, and internal guidelines.
Analyze and manage EDI transactions, including troubleshooting errors and ensuring timely order acknowledgement and processing.
Support new product and tooling launches by coordinating cross?functionally with engineering, planning, and sales teams.
Lead customer concern resolution, including the initiation, documentation, and follow?through of complaint management (RGA or equivalent).
Monitor and interpret order management reports, identifying trends, risks, and opportunities for process improvement.
Train and mentor CSR I team members, providing guidance on systems, processes, customer communication, and best practices.
Coordinate emergency or expedited order requests, ensuring proper prioritization and adherence to established procedures.
Support customer audits, meetings, and business reviews by preparing data, reports, and documentation.
Serve as a systems resource and subject matter expert for PLM, LN, and internal order?management tools.
Assist leadership with special projects, continuous improvement initiatives, and departmental goals as assigned.
Success Measures
High accuracy and timeliness in order entry, forecasting, and customer documentation.
Effective resolution of customer issues, resulting in improved customer satisfaction and reduced escalations.
Increased departmental efficiency through process improvements, coaching, and best?practice reinforcement.
Strong cross?functional collaboration supporting production, planning, engineering, and sales alignment.
Positive feedback from customers, internal stakeholders, and CSR I team members.
Demonstrated ownership of complex accounts and advanced customer requests.
Required Qualifications
?GED or equivalent; associate degree preferred.
?3–5 years of customer service experience in a manufacturing or office environment; Flexfab experience strongly preferred.
?Advanced proficiency in MS Office Suite, with strong Excel skills and experience working with large datasets.
?Proficiency with Baan LN and PLM systems preferred.
?Strong attention to detail, with the ability to manage multiple priorities while maintaining accuracy.
?Excellent written and verbal communication skills with demonstrated professionalism.
?Ability to analyze data, solve problems, and make recommendations.
?Experience mentoring or training others is a plus.
Working Conditions
Primarily office environment with standard computer and phone usage.
Regular interaction with internal departments, customers, and external partners.
Occasional extended hours may be required based on customer needs, deadlines, or project requirements.
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.
How to apply If you meet these qualifications and are interested in being considered for this position, please submit your application and update your resume at www.flexfab.com .
Flexfab is an equal opportunity employer, to all protected groups, including protected veterans and individuals with disabilities. This position requires access to technical data subject to the International Traffic in Arms Regulations (ITAR). Only U.S. persons (citizens, lawful permanent residents, refugees, or asylees) are eligible
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Essential Duties and Responsibilities
Manage key or complex customer accounts, acting as a primary point of contact for escalations, advanced inquiries, and high?priority issues.
Lead forecasting activities, contract management, and long?term planning with customers, ensuring accuracy and alignment with internal teams.
Review, approve, and process advanced customer quotes and documentation in PLM with accuracy and speed.
Oversee the processing of purchase orders in Baan LN, ensuring alignment with customer requirements, contracts, and internal guidelines.
Analyze and manage EDI transactions, including troubleshooting errors and ensuring timely order acknowledgement and processing.
Support new product and tooling launches by coordinating cross?functionally with engineering, planning, and sales teams.
Lead customer concern resolution, including the initiation, documentation, and follow?through of complaint management (RGA or equivalent).
Monitor and interpret order management reports, identifying trends, risks, and opportunities for process improvement.
Train and mentor CSR I team members, providing guidance on systems, processes, customer communication, and best practices.
Coordinate emergency or expedited order requests, ensuring proper prioritization and adherence to established procedures.
Support customer audits, meetings, and business reviews by preparing data, reports, and documentation.
Serve as a systems resource and subject matter expert for PLM, LN, and internal order?management tools.
Assist leadership with special projects, continuous improvement initiatives, and departmental goals as assigned.
Success Measures
High accuracy and timeliness in order entry, forecasting, and customer documentation.
Effective resolution of customer issues, resulting in improved customer satisfaction and reduced escalations.
Increased departmental efficiency through process improvements, coaching, and best?practice reinforcement.
Strong cross?functional collaboration supporting production, planning, engineering, and sales alignment.
Positive feedback from customers, internal stakeholders, and CSR I team members.
Demonstrated ownership of complex accounts and advanced customer requests.
Required Qualifications
?GED or equivalent; associate degree preferred.
?3–5 years of customer service experience in a manufacturing or office environment; Flexfab experience strongly preferred.
?Advanced proficiency in MS Office Suite, with strong Excel skills and experience working with large datasets.
?Proficiency with Baan LN and PLM systems preferred.
?Strong attention to detail, with the ability to manage multiple priorities while maintaining accuracy.
?Excellent written and verbal communication skills with demonstrated professionalism.
?Ability to analyze data, solve problems, and make recommendations.
?Experience mentoring or training others is a plus.
Working Conditions
Primarily office environment with standard computer and phone usage.
Regular interaction with internal departments, customers, and external partners.
Occasional extended hours may be required based on customer needs, deadlines, or project requirements.
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.
How to apply If you meet these qualifications and are interested in being considered for this position, please submit your application and update your resume at www.flexfab.com .
Flexfab is an equal opportunity employer, to all protected groups, including protected veterans and individuals with disabilities. This position requires access to technical data subject to the International Traffic in Arms Regulations (ITAR). Only U.S. persons (citizens, lawful permanent residents, refugees, or asylees) are eligible
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