Job Description

Job Title: Customer Service Representative – Manufacturing Focus

Overview:

This position serves as the primary point of contact for customers, providing exceptional service and support throughout the order lifecycle. Responsibilities include quoting, order processing, addressing inquiries, and ensuring customer satisfaction. The role requires strong communication skills, attention to detail, and the ability to work collaboratively with internal teams and external partners. Operates under moderate supervision, applying established procedures to resolve routine issues and deliver consistent, high-quality service.

Key Responsibilities:

1. Maintain accurate customer account information and assist in gathering forecast data when available.
2. Respond promptly to customer inquiries and build strong relationships to ensure a positive experience.
3. Manage customer quotations, sales orders, purchase orders, schedule changes, and cancellations for both direct customers and distributors.
4. Collaborate with the sales team to support non-standard quotes and optimize pricing for direct and negotiated opportunities.
5. Ensure accuracy in order entry and coordinate with production to confirm ship dates and delivery commitments.
6. Utilize ERP/data management systems to enter orders, track inventory, and monitor order status.
7. Follow up on delivery inquiries, work closely with shipping teams, and assist in scheduling transportation when needed.
8. Prepare daily and monthly reports for management, including scheduling updates, quote/order summaries, strike rates, fabrication analysis, and sales forecasts.
9. Generate and organize documentation (orders, quotes, correspondence) for quality and production teams to translate customer requirements into shop orders.
10. Support marketing and sales initiatives by preparing literature, sample packages, and coordinating trade show activities.
11. Handle incoming calls and route inquiries to appropriate departments as necessary.
12. Maintain excellent attendance and punctuality.

Qualifications:

• 2–4 years of experience in customer service, inside sales, or related roles within a manufacturing environment.
• High school diploma or equivalent (additional technical or business coursework preferred).
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Familiarity with ERP systems and basic reporting tools.
• Excellent communication and problem-solving skills.

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