Customer Service Representative

Position Summary

The Customer Service Representative is responsible for delivering high-quality customer service to international clients, managing orders in the order and system management platform, coordinating with production, sales, and the laboratory, and supporting Accounts Receivable tasks. This position is responsible for volume data entry and requires strong communication skills, prior experience effectively handling challenging customer situations, and a structured working style.

Key Responsibilities

Customer Service (Primary Role)

· Serve as the first point of contact for customers regarding orders, questions, complaints, and delivery updates.

· Communicate clearly, professionally, and with resilience, especially in difficult customer situations or when handling delivery delays.

· Maintain strong relationships with domestic and international customers, ensuring a positive customer experience.

Order & System Management (D365)

· Enter and manage customer orders in Microsoft Dynamics 365 (D365).

· Verify pricing, quantities, delivery dates, and product codes before order release.

· Track order progress and ensure timely confirmations to customers.

· Support accurate documentation and data maintenance in the ERP system.

Cross-Functional Coordination

· Production: Coordinate expected delivery times, production availability, and schedule changes.

· Laboratory/Color Development: Communicate customer requests for new colors, samples, and approvals.

· Sales Managers: Align on priorities, key customer requirements, delivery exceptions, and complaints.

· Logistics: Support shipment scheduling and resolving delivery problems, international shipments, Customs documentation

Accounts Payable Support

· Assist Customer Service & Accounts Receivable Lead with Accounts Receivable tasks (invoice checks, data entry, document flow, basic reconciliations).

· Provide backup in AP during absence or peak workload.

· Ensure proper allocation and documentation of financial data.

Required Skills & Qualifications

· Minimum 2 years of experience in Customer Service/Inside Sales, production planning and pricing, and/or handling shipping and freight carrier quotes and POs in a manufacturing environment.

· Strong ERP skills, ideally with Microsoft Dynamics 365 (training possible).

· Excellent communication skills (clear, calm, solution-oriented).

· Ability to handle upset or demanding customers professionally.

· Strong organizational skills, accuracy, and reliability.

· Basic financial understanding for Accounts Receivable support.

· Team player with the ability to learn quickly and grow into expanded responsibilities.

· High School diploma or GED.

Role Structure

· Reports to: Plant Manager

· Works closely with: Customers, Production, Laboratory, Sales Managers, Shipping Department, Plant Management

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