Senior Customer Service Assistant

Position Overview

We are seeking a detail-oriented and customer-focused Senior Customer Service Assistant to serve as a key liaison between customers, sales representatives, and internal operations teams.

This position is responsible for managing customer relationships, processing orders, coordinating production schedules, tracking inventory, and ensuring customer delivery requirements are met.

The ideal candidate will have strong customer service, order management, and organizational skills, with the ability to work across multiple systems and collaborate with various departments in a fast-paced environment.

Experience in manufacturing, production planning, logistics, inventory management, or customer account management would be particularly valuable.

Position Details

• Position Title: Senior Customer Service Assistant

• Work Schedule: Monday – Friday

• Hours: 7:30 AM – 4:00 PM or 8:00 AM – 4:30 PM

• Employment Type: Contract with potential for conversion to a permanent position

• Interview Process: Interviews required

• Start Requirements: Must be fully cleared through all onboarding requirements before starting

Key Responsibilities

Customer Service & Account Management

• Serve as the primary point of contact for customers, providing professional and timely support.

• Maintain ongoing relationships with multiple customers and sales representatives.

• Act as a liaison between customers, sales, production, and operations teams.

• Respond to customer inquiries regarding orders, products, pricing, inventory, and delivery schedules.

• Deliver excellent customer service while representing company values.

• Proactively identify customer needs and help resolve issues to ensure satisfaction.

Order Processing & Production Coordination

• Process incoming customer orders and inquiries accurately and efficiently.

• Manage customer accounts and coordinate order fulfillment.

• Schedule production demand on manufacturing equipment to meet customer requirements.

• Monitor order status and ensure customer delivery deadlines are met.

• Communicate with production and operations teams regarding scheduling, order changes, and delivery expectations.

• Coordinate new item specifications and customer projects.

• Assist with production planning and order management activities.

Quotes, Pricing & Purchasing

• Prepare and facilitate customer quotes.

• Provide pricing information to customers and sales representatives.

• Coordinate outside purchases for services and materials needed to complete customer manufacturing projects.

• Work with internal departments to ensure purchasing activities support production and delivery schedules.

• Maintain accurate documentation related to quotes, orders, and customer projects.

Inventory Management & Logistics

• Proactively monitor order activity and inventory levels.

• Track inventory availability to support customer orders and production requirements.

• Identify potential inventory shortages, order delays, or fulfillment issues.

• Notify appropriate internal teams and customers of potential problems.

• Collaborate with logistics, production, and inventory teams to ensure timely order fulfillment.

Reporting & Data Management

• Prepare and generate customized reports for customers and internal stakeholders.

• Maintain accurate customer account and order information across multiple systems.

• Track and communicate order status, inventory levels, and production-related information.

• Ensure data accuracy and consistency when processing customer transactions.

• Navigate multiple software applications and internal systems to complete daily responsibilities.

Quality Assurance & Issue Resolution

• Document and communicate customer quality concerns.

• Support the Quality Manager by gathering information and researching customer-reported issues.

• Assist with troubleshooting product quality concerns and order discrepancies.

• Coordinate with internal teams to investigate and resolve customer issues.

• Follow up on customer concerns to ensure timely and effective resolution.

Required Qualifications

Education

• High school diploma or GED.

• Associate's or bachelor's degree preferred.

Experience

• Customer service or related professional experience.

• Two or more years of customer service experience preferred.

• Experience in a manufacturing environment or related industry is beneficial.

• Basic knowledge of operational procedures, processes, and business tools.

Technical Skills

• Ability to navigate and work efficiently across multiple computer systems.

• Strong data entry and order processing skills.

• Ability to maintain accurate customer records and transaction information.

• Comfortable learning new software, systems, and operational processes.

• Basic understanding of inventory, production, or order management processes.

Professional Skills

• Strong customer service orientation with a commitment to customer satisfaction.

• Excellent written and verbal communication skills.

• Strong organizational and time management abilities.

• Ability to manage multiple customer accounts and competing priorities.

• Strong problem-solving and analytical skills.

• Ability to collaborate effectively with sales, operations, production, and other internal departments.

• High attention to detail and accuracy.

• Ability to work independently and as part of a team.

• Comfortable working in a fast-paced, deadline-driven environment.

• Willingness to learn new processes, systems, and responsibilities.

• Ability to adapt to changing customer needs and business priorities.