Job Description
Job Description
We are seeking a Customer Service Representative to join our team! You will be responsible for helping customers by providing product and service information and resolving technical issues.
Position Summary
As a Customer Service Representative (CSR), you will be the daily voice of Ditech for key customers including Arvind Sango, Tenneco, Polaris, and Katcon. You’ll manage orders, resolve issues, and coordinate with internal teams to ensure customer satisfaction and operational excellence.
Key Responsibilities
Customer Interface – 60%
- Serve as the primary contact for customers.
- Provide proactive updates on orders, shipments, and issues.
- Build and maintain strong customer relationships.
Order Management – 25%
- Enter and confirm customer POs, forecasts, and changes in Plex ERP/EDI.
- Manage expedites, cancellations, and ensure clean, accurate data.
- Issue and validate shipping documents, labels, and ASNs.
Cross-Functional Coordination – 15%
- Collaborate with Shipping, Scheduling, and Quality to ensure on-time delivery and complaint resolution.
- Validate capacity and dock requirements.
- Maintain accurate customer instructions (labels, packing, EDI).
Essential Duties
- Enter and confirm customer orders and forecasts in Plex ERP/EDI.
- Communicate proactively on delays, shortages, and expedites.
- Issue and validate shipping documents and ASNs.
- Track and resolve customer complaints with Quality.
- Coordinate with Scheduling to validate capacity.
- Partner with Shipping to meet dock requirements.
- Maintain accurate customer-specific instructions.
- Track customer satisfaction and escalate recurring issues.
- Recommend process improvements to reduce errors.
Qualifications
- High school diploma or equivalent (Bachelor’s degree preferred).
- 2+ years of customer service experience, preferably in manufacturing.
- Proficiency in ERP systems (Plex preferred) and EDI.
- Strong communication, problem-solving, and organizational skills.
- Ability to work under pressure.
Tools & Technology
- Plex ERP, EDI systems
- Microsoft Office Suite (Excel, Outlook)
- Internal CRM or ticketing systems
Key Competencies
- Empathy and patience in customer interactions
- Attention to detail and data accuracy
- Team collaboration and adaptability
- Initiative and continuous improvement mindset
Communication & Interaction
- Sales Manager: Daily
- Customers: Daily / As appropriate
- Operations Team (Shipping, Scheduling, Quality): Daily
- Senior Leadership, Suppliers, Management: As appropriate
- Team Members: Daily
Work Environment
This is a full-time, on-site position with frequent and direct interaction across the plant floor, including production and warehouse areas. This role requires active engagement with cross-functional teams in a fast-paced manufacturing environment. You’ll be expected to navigate between office and operational spaces, ensuring smooth communication and coordination to meet customer and delivery expectations. Occasional physical activity such as walking between departments or handling documents may be required.
Ditech is an equal opportunity employer
Company DescriptionDitech, Inc is a leading Tier II supplier of tubular components to the automotive industry.
Company Description
Ditech, Inc is a leading Tier II supplier of tubular components to the automotive industry.