Customer Service Representative (CSR)

Job Summary:

The Customer Service Representative is responsible for providing exceptional support to customers by responding to inquiries, managing orders, and coordinating with internal teams to ensure on-time, accurate delivery of products and services. This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced, customer-focused environment.

Duties/Responsibilities:

• Respond promptly and accurately to customer inquiries regarding products, order status, and general support needs.
• Manage day-to-day customer communications via email, video conference, and phone, ensuring timely follow-up and resolution of open items.
• Enter, update, and maintain customer orders in the system, including shipping methods, returns, credits, and debits.
• Assist customers with general inquiries, basic troubleshooting, and issue resolution, ensuring a positive customer experience.
• Escalate complex or time-sensitive issues as necessary to meet customer production and delivery requirements.
• Collaborate with cross-functional teams (e.g., Sales, Logistics, Quality, Operations) to resolve customer issues and fulfill requirements.
• Participate in customer meetings as needed and prepare related reports, summaries, and follow-up documentation.
• Prepare export documentation and maintain a working knowledge of export trade compliance requirements.
• Monitor PPAP (Production Part Approval Process) requests and coordinate with the Quality team to ensure all requirements are met prior to shipment.
• Maintain accurate and detailed records of customer interactions, transactions, feedback, and actions taken.
• Provide regular reports to management on customer feedback, recurring issues, trends, and opportunities for process or service improvements.
• Perform additional duties and responsibilities as deemed necessary by management to support business needs.

Required Skills/Abilities:

• Excellent written and verbal communication skills.
• Strong customer service orientation with a professional, solutions-focused approach.
• Experience with ERP systems preferred.
• Proficiency in email communication and Microsoft Office (Outlook, Word, Excel, PowerPoint).
• High level of accuracy and attention to detail.
• Ability to manage multiple tasks and priorities effectively.
• Flexibility to support customers in varying time zones, up to twice per month.

Education and Experience:

• 1-3 years of customer service experience and/or practical experience with related products, processes, or industry.
• Demonstrated ability to manage time effectively in a fast-paced, deadline-driven environment.
• Strong problem-solving skills and the ability to handle challenging situations with professionalism and composure.
• Solid working knowledge of the relevant subject matter (products, services, or industry).

Physical Requirements:

• Ability to remain seated and/or standing at a workstation for extended periods while working on a computer and handling phone or video communications.