CSR Order Fulfillment Remote

We are seeking a motivated and customer-focused Customer Service Representative to serve as the primary liaison between customers and internal production, sales, logistics, and support teams. In this fast-paced manufacturing environment, you will play a critical role in ensuring an exceptional customer experience by managing order fulfillment, resolving issues, coordinating across departments, and providing accurate information regarding products, lead times, and shipments.

• Serve as the primary point of contact for customer inquiries via phone, email, and chat, providing professional and timely support.
• Build and maintain strong customer relationships through exceptional service and effective communication.
• Participate actively in both internal meetings and customer-facing discussions.

• Process customer orders, order changes, and returns accurately and efficiently.
• Ensure compliance with order entry guidelines and proactively recommend process improvements.
• Monitor and manage order-related issues, including expedited requests, order violations, and delivery requirements to minimize cost impacts and maintain customer satisfaction.

• Collaborate with Graphics, Master Data, IT, Production, Shipping, Quality, and other departments to:
  • Track order status
  • Verify delivery dates
  • Expedite shipments when necessary
  • Communicating accurate lead times to customers
• Maintain accurate customer and order information within the ERP system.

• Investigate and resolve customer concerns related to orders, billing, shipments, or damaged products.
• Partners with internal teams, including Quality and Accounting, to identify and implement appropriate solutions.
• Provide feedback to management regarding recurring customer issues, trends, and opportunities for process improvement.

• Foster positive working relationships throughout the organization and contribute to a collaborative team environment.
• Support a safe and healthy workplace by adhering to company safety policies and procedures.
• Demonstrate professionalism, integrity, and accountability in all interactions.

• 1–2 years of customer service experience, preferably in a manufacturing, industrial, or supply chain environment.
• Strong verbal and written communication skills.
• Excellent problem-solving, analytical, and conflict-resolution abilities.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Ability to work independently and collaboratively within a team.
• Professionalism when handling sensitive and confidential information.
• Regular and reliable attendance.
• Willingness to work overtime as required to meet business needs.

• Experience working with ERP systems; JD Edwards (JDE) experience is a strong asset.
• Experience supporting customers in a manufacturing or production environment.
• Knowledge of order management, production schedules, and logistics processes.

• Proficiency in Microsoft Office Suite (Outlook, Excel, Word, Teams, and PowerPoint).
• ERP system experience required.
• Strong data-entry accuracy and business system maintenance skills.
• Ability to analyze information and communicate solutions effectively.

• Customer-focused mindset
• Positive attitude and strong work ethic
• Empathy, patience, and professionalism
• Adaptability and flexibility
• Active listening skills
• Strong sense of urgency
• Organizational excellence
• Teamwork and collaboration
• Accountability and integrity