Senior Customer Service Representative

## DescriptionGENERAL JOB DESCRIPTIONThe Customer Service Representative serves as the primary point of contact for assigned customer accounts, managing day-to-day communication related to orders, schedules, and delivery commitments. This role requires a proactive, energetic approachto coordinating with internal teams, resolving customer needs, and supporting accurate order management and on-timedelivery.DUTIES & RESPONSIBILITIES· Act as the primary point of contact for assigned customer accounts, independently managing day-to-daycommunication related to orders, schedules, and delivery commitments.· Take ownership of processing customer purchase orders, sales orders, and order revisions within the ERP system, ensuringaccuracy and efficiency.· Coordinate with internal teams to support on-time delivery, provide order status updates, and resolve customer inquiries.· Manage customer demand schedules, forecasts, and Just-In-Time (JIT) programs in alignment with production planning.· Monitor order progress and proactively communicate schedule changes, risks, or delays.· Support new product introduction (NPI) programs by coordinating order setup, documentation, and customerrequirements.· Execute engineering change orders (ECOs) and configuration updates to ensure accurate order processing.· Track delivery requirements, manage expedite requests, and resolve potential disruptions before they impact thecustomer.· Maintain accurate customer account information, pricing, and order records within the ERP system.· Collaborate with cross-functional teams to resolve order issues, quality concerns, and delivery challenges.· Provide order acknowledgements, shipment notifications, and timely status updates to customers.· Follow up on quotes and support repeat order processing.· Ensure compliance with customer specifications, quality standards, and company procedures.· Build and maintain strong customer relationships through proactive communication, accountability, and a high level ofservice.· Contribute energy, initiative, and ideas that support continuous improvement within customer service and ordermanagement processes.## QualificationsEDUCATION, TRAINING & EXPERIENCE· Associate’s or Bachelor’s degree in Business, Supply Chain, Operations, or a related field preferred; equivalent workexperience will be considered.· 2–5 years of experience in customer service, account coordination, order management, or program support within amanufacturing or contract manufacturing environment.KNOWLEDGE, SKILLS & ABILITIES· Experience using ERP systems (such as Epicor, SAP, Oracle, or similar) to manage orders, schedules, and customeraccounts.· Working knowledge of manufacturing operations, production scheduling, and order fulfillment processes.· Strong written and verbal communication skills with the ability to effectively interface with customers, programmanagers, and internal teams.· Highly organized with strong time-management skills and the ability to manage multiple priorities in a fast-pacedenvironment.· Strong attention to detail and accuracy when managing customer orders, schedules, and documentation.· Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.· Proactive problem-solving skills with the ability to identify issues, communicate risks, and drive timely resolution.· Ability to work both independently and collaboratively within a cross-functional team environment. #J-18808-Ljbffr