Customer Service Representative – Manufacturing

Pay: Based on Experience
Job Type: Full-Time
Schedule: Monday–Friday

Job Summary

We are seeking an experienced Customer Service Representative to support customers and coordinate orders within a manufacturing environment. This position is approximately 80% office/desk work and 20% plant-floor work, requiring someone who is equally comfortable working at a computer, communicating with customers, and walking the production floor to track down parts and order information.

The ideal candidate will have excellent computer skills, strong Microsoft Office experience, and outstanding customer service and communication abilities. This person must be comfortable delivering difficult or negative news to customers, managing expectations, and using strong de-escalation and conflict-resolution skills when issues arise.

Responsibilities

• Serve as a primary point of contact for customers regarding order status, delivery dates, and production updates.
• Communicate professionally with customers when orders are delayed or issues arise.
• Deliver difficult or negative information while maintaining positive customer relationships.
• De-escalate customer concerns and work toward appropriate solutions.
• Review the MRP system to monitor customer orders and ensure due dates align with required delivery dates.
• Verify customer purchase orders against internal work orders and processing requirements.
• Provide timely updates to customers regarding order status.
• Coordinate with production to obtain estimated completion dates and updated timelines.
• Work directly with production personnel to locate parts, verify order status, and resolve issues.
• Spend approximately 20% of the workday on the manufacturing floor, including walking the plant to track down parts and information.
• Communicate with customers regarding additional blueprints, drawings, or documentation needed for processing.
• Prepare orders in shipping or other areas as needed.

Qualifications

• 2+ years of experience in a manufacturing environment preferred.
• Previous customer service experience, preferably in a manufacturing or industrial setting.
• Excellent computer skills are required.
• Strong proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Experience working with an MRP/ERP system preferred.
• Excellent verbal and written communication skills.
• Strong customer relationship management skills.
• Ability to confidently communicate bad news, delays, and changes to customers.
• Strong de-escalation and conflict-resolution skills.
• Ability to remain professional and calm when dealing with frustrated customers.
• Highly organized with strong time-management and follow-up skills.
• Ability to work independently while coordinating closely with production and other departments.
• Comfortable working both at a desk and on the manufacturing floor.
• High school diploma or GED required.

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