Customer Service Rep

Description

SUMMARY

The Customer Service Representative (CSR) is a critical link between our customers, sales team, production operations, and internal departments. This position is responsible for ensuring customer orders and requests are handled quickly, accurately, and professionally from initial inquiry through completion. The ideal candidate is highly organized, detail-oriented, proactive, and able to work effectively in a fast-paced manufacturing environment. This role requires someone who takes ownership of their responsibilities, communicates clearly, and has the initiative to develop a strong understanding of our products, processes, systems, and customers. The successful candidate will strive to become a resident expert within their area of responsibility and will be relied upon by customers and internal teams to provide accurate information, identify potential issues, and help find solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)

• Serve as a primary point of contact for customers, providing responsive, professional, and knowledgeable service.
• Enter, review, maintain, and process customer orders with a high degree of accuracy.
• Ensure customer requirements, specifications, pricing, quantities, delivery requirements, and other order details are accurately communicated and documented.
• Coordinate with sales, production, shipping, purchasing, quality, and other departments to ensure orders are processed efficiently and correctly.
• Monitor orders throughout the manufacturing process and communicate status updates, changes, delays, or potential issues as appropriate.
• Identify discrepancies, errors, or potential problems before they impact the customer or production whenever possible.
• Respond promptly to customer questions, requests, and concerns and follow issues through to resolution.
• Develop a thorough understanding of company products, manufacturing processes, capabilities, procedures, and systems.
• Become a subject-matter expert within assigned areas and serve as a reliable resource for customers and internal personnel.
• Maintain accurate records, documentation, and system information.
• Prioritize multiple responsibilities and manage changing demands in a fast-paced environment.
• Communicate effectively with individuals at all levels of the organization.
• Work proactively with other departments to prevent problems rather than simply react to them.
• Follow established procedures while recognizing opportunities to improve processes, efficiency, accuracy, and customer service.
• Take ownership of assigned responsibilities and follow through on commitments.
• Maintain confidentiality of customer and company information.
• Perform other duties and responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES

None 

EDUCATION & EXPERIENCE

High school diploma or equivalent; a degree in business or related field is a plus. Minimum of 5 years of experience in customer service, preferably in the manufacturing or distribution industry.

CERTIFICATION, LICENSES, REGISTRATIONS

None

SKILLS & ABILITIES

• Previous customer service, order entry, manufacturing, or related experience preferred.
• Strong attention to detail and a demonstrated commitment to accuracy.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to prioritize work and meet deadlines in a fast-paced environment.
• Ability to learn technical products, processes, and systems quickly.
• Strong problem-solving and critical-thinking abilities.
• Proficiency with computers and the ability to learn and effectively use company software and systems.
• Ability to work independently while also functioning effectively as part of a team.
• Professional and solution-oriented approach when dealing with customers and coworkers.
• Demonstrated initiative and willingness to learn beyond basic job requirements.
• Ability to remain calm, professional, and productive when priorities change or situations become challenging.

PERFORMANCE EXPECTATIONS

Success in this position requires more than simply completing assigned tasks. The CSR is expected to take ownership, ask questions, learn continuously, and understand the “why” behind the work.

Accuracy is essential. Errors in order entry, communication, or documentation can have significant downstream effects on production, scheduling, shipping, cost, and customer satisfaction. The CSR is expected to carefully review their work, recognize potential issues, and take appropriate action before problems escalate.

The ideal candidate will continually expand their knowledge and become a trusted resource for both customers and coworkers. They will demonstrate initiative, accountability, sound judgment, and a commitment to providing exceptional service while supporting the overall efficiency and success of the manufacturing operation.

PHYSICAL DEMANDS

This role requires prolonged periods of sitting at a workstation while entering and verifying data, frequent typing and extended computer use, and occasional standing, walking, and handling of physical documents as needed.

TRAVEL

If travel is needed, a valid government driver’s license and an acceptable driving record, as determined by company standards and insurer requirements, are required. All vehicles operated for Company purposes must be legally registered with appropriate government authorities.

WORK ENVIRONMENT

Office environment, within a dedicated customer service center or a larger corporate office with exposure to an industrial environment with larger equipment and machinery. 

FLSA: Non-Exempt