Job Description
Job Description
Customer Service Representative
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Serve as the primary point of contact for customers, handling orders, inquiries, change orders, RMAs, and shipping updates with professionalism and empathy.
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Build and maintain positive customer relationships through proactive follow-up, solution-focused communication, and trust-building.
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Accurately enter and verify orders in ERP systems (e.g., Sage 100) while meeting deadlines and maintaining data accuracy.
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Apply strong attention to detail by prioritizing workload effectively, using Microsoft Excel/Word confidently, and double-checking entries to ensure precision.
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Collaborate with plant schedulers to track production schedules, escalate orders when necessary, and ensure on-time delivery.
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Partner with Sales Engineers on custom orders, product layouts, and quotes to meet customer specifications.
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Demonstrate problem-solving and adaptability when delays or issues arise—working across teams (Ops, Sales, Shipping) to resolve challenges and keep customers informed.
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Assist customers with product questions, freight quotes, and order problem-solving, ensuring a seamless service experience.
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Track and report on performance metrics, participate in team meetings, and contribute ideas to improve the customer experience.
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Associate degree or 4+ years' relevant experience (ERP/order entry/customer service) required; strong organizational, multitasking, and communication skills essential.