Customer Service Representative - Cutting Tools

Summary of Position

Under the direction of the Division Manager participate and support daily production requirements as needed including the development of routings, quotes, confirmations, production output and Sorting incoming customer products and production control functions as directed

Principal Responsibilities

• Handle customer communications (calls, emails, faxes) by providing pricing, delivery details, order status updates, and resolving inquiries, billing issues, and product concerns.

• Enter and manage purchase orders; create sales and production orders; send confirmations; and ensure accurate customer and production data in company systems.

• Maintain customer accounts and support outside sales by preparing quotes, coordinating expedites, and assisting with inspections, returns, and credit updates.

• Process and release all reconditioning paperwork, including sorting, routing, output, and preparing production orders with required prints, instructions, and tool matching.

• Coordinate and expedite reconditioning orders in collaboration with leadership, Sales, and shop floor teams; provide support to the Reconditioning Manager as needed.

• Handle shipping coordination by closing production orders, correcting quantities, preparing delivery notes, and completing required paperwork, reports, and filing (e.g., open orders, warranty work, billing).

• Unpack, sort, and identify incoming customer tools.

• Update or create system profiles as directed and assist the Plant Manager with data-related corrections.

• Provide general administrative and management support as required.

• Maintain a strong working knowledge of company products, services, and capabilities.