Customer Service Representative

Job Description

Job DescriptionTHE COMPANY Anchor Bay Powder Coat is North America’s leading advanced surface coating & finishing solutions provider serving aerospace, defense, power generation, and broad industrial end markets such as infrastructure and specialty fencing. Our ISO 9001 and AS9100 certifications are a testament to Anchor Bay Powder Coat’s commitment to world class Quality Management Systems. Due to unprecedented growth and the reshoring of manufacturing jobs to the United States, Anchor Bay Powder Coat is seeking highly motivated team members who have a passion for contributing to the scaled growth of the leading advanced surface coating & finishing solutions provider in North America. We take pride in developing our team at all levels of the company and are seeking committed, hard-working candidates who have a bias for action and enjoy leading positive change within rapidly growing companies like ours. DESCRIPTION As a Customer Service Representative, you’ll be a vital link between our customers and internal operations teams. You will support order fulfillment by coordinating all inbound orders, ensuring customer requirements are clearly communicated, and confirming that engineering documentation and quality certifications are met. This role requires a proactive communicator who can manage fast-paced, high-volume workflows while maintaining exceptional service and professionalism. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Commit to 6S safety and continuous improvement initiatives.
• Serve as a key point of contact for customers, building strong relationships and ensuring exceptional service
• Review and coordinate all inbound orders, including drawings, masking sequences, and coating specifications.
• Collaborate with manufacturing, quality, and shipping teams to ensure timely delivery and accurate order execution.
• Enter and track orders in the ERP system, verifying order accuracy and fulfillment timelines.
• Provide consistent customer service regardless of communication method or timing of deliveries/pickups.
• Support the ISO 9001 and AS9100 Quality Management System by following procedures and documentation protocols.
• Monitor and ensure compliance with packaging and labeling requirement
• Actively contribute ideas to improve process flow and reduce lead times.
• Participate in root cause problem solving and continuous improvement efforts.
• Communicate effectively with both internal teams and external customers.
• Remain flexible and responsive to varying customer demands and production schedules.
• Maintain a customer-first mindset, ensuring all interactions reflect Anchor Bay’s commitment to quality and service.
• Exhibit a professional, positive attitude under pressure while resolving customer concerns.

QUALIFICATIONSTo perform this job successfully, an individual must be professional, proactive, and positive. Having a drive for exceptional customer service and support is essential. The ability to adapt to unpredictable demands in a specialty manufacturing environment is necessary for exceeding the expectations of both internal and external customers. OTHER SKILLS AND ABILITIES

• Excellent verbal communication skills.
• Strong interpersonal and team collaboration skills.
• Effective problem-solving abilities.
• Detail-oriented with strong organizational skills.
• Reliable and deadline-driven.
• Ability to act with integrity, professionalism, and tact.
• Familiarity with ERP systems and order tracking.
• Comfortable in a dynamic manufacturing environment.
• Proven adherence to safety procedures.
• Experience with ISO 9001 or AS9100 Quality Management Systems preferred.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

• Ability to sit, stand, and move throughout office and manufacturing areas.
• Frequent communication with internal departments and external customers via phone, email, and in-person.
• Flexibility to work in both office and production floor environments.
• Occasional lifting of office and packaging materials up to 25 lbs.
• Required to wear PPE when in manufacturing zones.