Customer Service Representative
STANDEX, Fairfield, OH, United States
Customer Service Representative
Standex International is a global industrial growth company operating through our market-leading brands in electronics, cutting-edge forming technologies, engraving, and scientific refrigeration. We work with our customers to advance progress through innovation. From inventing and producing parts for next-generation space vehicles to evolving vaccine refrigeration, designing functional textures for everyday products, improving renewable energy technology, and much more, we are focused on making what's next possible. Standex Electronics is a worldwide market leader in the design, development and manufacture of standard reed switch-based sensor solutions and custom electro-magnetic components, including magnetics products. We are a global team of problem solvers who can provide custom and/or standard solutions through our diverse and dynamic capabilities. Our approach is to strategically partner with customers to conquer challenges and deliver reliable high-quality results through our engineering and components. These parts serve an array of markets globally, and through our customer driven innovation
improve the overall performance and efficiency at which end products operate. The Customer Service Representative (CSR) is responsible for managing customer orders from entry through delivery, ensuring accurate processing, proactive communication, and timely issue resolution. The CSR serves as the primary point of contact for customers and plays a key role in delivering a high-quality customer experience by coordinating effectively across Sales, Planning, Procurement, Operations, Shipping, and Finance. What You'll Do Order Management & Customer Communication Own customer orders from entry through delivery, including issue resolution and escalation Enter and manage orders in ERP, ensuring accuracy of part numbers, quantities, pricing, and delivery requirements Proactively communicate order confirmations, changes, delays, and delivery updates to customers Serve as the primary point of contact for all order-related customer inquiries Ensure a high-quality customer experience through reliability, responsiveness, and ownership Order Follow-up & Coordination Proactively track order status and communicate updates on availability, lead times, backorders, and shipment dates Coordinate with Planning, Procurement, and Operations to obtain accurate and timely order status information Identify, escalate, and communicate delivery risks in a timely manner Participate in cross-functional alignment to stay ahead of potential delivery issues Build strong working relationships across functions to ensure alignment on customer commitments Logistics Coordination Ensure customer routing instructions are captured and applied correctly Coordinate shipment-related requirements with Shipping/Logistics teams Coordinate and communicate expedited shipment requests in alignment with business priorities Credit & Billing Coordination Coordinate with Finance on credit holds, prepayments, and invoicing discrepancies Support timely resolution of billing and payment-related issues Returns & Issue Resolution Manage return material authorizations (RMAs) and customer complaints Coordinate with Quality and Operations to resolve issues and provide timely feedback to customers Take ownership of issues end-to-end and ensure resolution, even when cross-functional coordination is required Data & Process Discipline Maintain accurate customer and order data in ERP/CRM systems Follow established processes to ensure data accuracy and compliance with KPIs Prioritization & Decision Making Prioritize customer requests and orders based on business impact and urgency Make informed decisions on escalations and communication in alignment with business priorities Continuous Improvement Support improvements in order-to-cash processes, communication flow, and overall customer experience What You'll Bring 13 years of experience in customer service, order management, or similar role in manufacturing or distribution Experience with ERP systems and order entry processes Strong written and verbal communication skills Strong attention to detail and organizational skills Ability to work independently and cross-functionally in a fast-paced environment Ability to manage ambiguity and adapt in an evolving operational environment What We Value Experience in electronics, industrial manufacturing, or distribution Familiarity with technical products and documentation (basic level) Experience in high-volume operational environments Success Measures High order accuracy Proactive and timely customer communication Effective and timely issue resolution Contribution to on-time delivery and overall customer satisfaction Reduction in order-related escalations Equal Opportunity Employer. We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Standex International is a global industrial growth company operating through our market-leading brands in electronics, cutting-edge forming technologies, engraving, and scientific refrigeration. We work with our customers to advance progress through innovation. From inventing and producing parts for next-generation space vehicles to evolving vaccine refrigeration, designing functional textures for everyday products, improving renewable energy technology, and much more, we are focused on making what's next possible. Standex Electronics is a worldwide market leader in the design, development and manufacture of standard reed switch-based sensor solutions and custom electro-magnetic components, including magnetics products. We are a global team of problem solvers who can provide custom and/or standard solutions through our diverse and dynamic capabilities. Our approach is to strategically partner with customers to conquer challenges and deliver reliable high-quality results through our engineering and components. These parts serve an array of markets globally, and through our customer driven innovation
improve the overall performance and efficiency at which end products operate. The Customer Service Representative (CSR) is responsible for managing customer orders from entry through delivery, ensuring accurate processing, proactive communication, and timely issue resolution. The CSR serves as the primary point of contact for customers and plays a key role in delivering a high-quality customer experience by coordinating effectively across Sales, Planning, Procurement, Operations, Shipping, and Finance. What You'll Do Order Management & Customer Communication Own customer orders from entry through delivery, including issue resolution and escalation Enter and manage orders in ERP, ensuring accuracy of part numbers, quantities, pricing, and delivery requirements Proactively communicate order confirmations, changes, delays, and delivery updates to customers Serve as the primary point of contact for all order-related customer inquiries Ensure a high-quality customer experience through reliability, responsiveness, and ownership Order Follow-up & Coordination Proactively track order status and communicate updates on availability, lead times, backorders, and shipment dates Coordinate with Planning, Procurement, and Operations to obtain accurate and timely order status information Identify, escalate, and communicate delivery risks in a timely manner Participate in cross-functional alignment to stay ahead of potential delivery issues Build strong working relationships across functions to ensure alignment on customer commitments Logistics Coordination Ensure customer routing instructions are captured and applied correctly Coordinate shipment-related requirements with Shipping/Logistics teams Coordinate and communicate expedited shipment requests in alignment with business priorities Credit & Billing Coordination Coordinate with Finance on credit holds, prepayments, and invoicing discrepancies Support timely resolution of billing and payment-related issues Returns & Issue Resolution Manage return material authorizations (RMAs) and customer complaints Coordinate with Quality and Operations to resolve issues and provide timely feedback to customers Take ownership of issues end-to-end and ensure resolution, even when cross-functional coordination is required Data & Process Discipline Maintain accurate customer and order data in ERP/CRM systems Follow established processes to ensure data accuracy and compliance with KPIs Prioritization & Decision Making Prioritize customer requests and orders based on business impact and urgency Make informed decisions on escalations and communication in alignment with business priorities Continuous Improvement Support improvements in order-to-cash processes, communication flow, and overall customer experience What You'll Bring 13 years of experience in customer service, order management, or similar role in manufacturing or distribution Experience with ERP systems and order entry processes Strong written and verbal communication skills Strong attention to detail and organizational skills Ability to work independently and cross-functionally in a fast-paced environment Ability to manage ambiguity and adapt in an evolving operational environment What We Value Experience in electronics, industrial manufacturing, or distribution Familiarity with technical products and documentation (basic level) Experience in high-volume operational environments Success Measures High order accuracy Proactive and timely customer communication Effective and timely issue resolution Contribution to on-time delivery and overall customer satisfaction Reduction in order-related escalations Equal Opportunity Employer. We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.