Customer Service Representative – Industrial Coatings

Work Location: 100% Remote
Position Type: Customer Service / Order Management
Industry: Industrial Coatings / Manufacturing

Position Overview

We are seeking a detail-oriented and customer-focused Customer Service Representative to serve as the primary point of contact for external Industrial Coatings customers.

This position is responsible for processing customer orders, coordinating with multiple manufacturing sites and fulfillment centers, and managing orders from initial entry through final delivery.

The Customer Service Representative will manage an assigned portfolio of customer accounts and collaborate closely with Supply Chain, Operations, Shipping, and Commercial teams to ensure accurate order processing, timely shipments, and a positive customer experience.

The ideal candidate will have experience in high-volume customer service, order entry, ERP systems, and order management, along with strong communication and problem-solving skills.

Key Responsibilities

Customer Service & Account Management

• Serve as the primary point of contact for assigned Industrial Coatings customers.

• Manage an assigned portfolio of customer accounts and provide ongoing order support.

• Respond to customer inquiries regarding quotes, parts, order details, shipment status, and delivery updates.

• Communicate proactively with customers regarding order delays, changes, and potential issues.

• Partner with the Commercial and Sales teams to ensure successful order processing and delivery.

• Identify customer service issues and work with supervisors to implement appropriate corrective actions.

Order Processing & Management

• Accurately process high volumes of customer purchase orders.

• Source orders across multiple manufacturing facilities and fulfillment centers.

• Manage customer orders from initial entry through final delivery.

• Review, update, and maintain customer orders daily within the Oracle ERP system.

• Monitor late orders and communicate status updates to customers and Sales teams.

• Ensure order information is entered accurately and processed within established timelines.

• Maintain accurate product and customer information, including submitting requests for data changes.

Supply Chain & Shipping Coordination

• Collaborate with Planning, Scheduling, Production, Supply Chain, and Shipping teams to ensure on-time order fulfillment.

• Coordinate order processing and shipment activities across multiple manufacturing locations and fulfillment centers.

• Track outstanding orders and identify potential delays or fulfillment issues.

• Monitor inventory availability and support cost-effective inventory management.

• Track and take appropriate action on Make and Hold orders.

• Communicate order and delivery updates to internal stakeholders and customers.

Problem Resolution & Process Improvement

• Proactively identify and resolve customer service and order fulfillment issues.

• Partner with supervisors and internal teams to address order discrepancies, delays, and customer concerns.

• Implement corrective actions to improve order accuracy and customer satisfaction.

• Follow established company policies, procedures, and operational guidelines.

• Develop a strong understanding of internal systems, processes, and business objectives.

Required Qualifications

Education

• High school diploma or equivalent required.

Experience

• Minimum of 2 years of experience in high-volume customer service.

• Experience responding to customer inquiries regarding quotes, parts, order details, and shipment updates, primarily through email.

• Demonstrated experience entering high volumes of order data daily while maintaining a low error rate.

• Experience using order management or ERP systems such as SAP or Oracle.

Technical Skills

• Proficiency in Microsoft Office applications, including:

  • Microsoft Excel

  • Microsoft Word

  • Microsoft Outlook / Email

• Familiarity with ERP and order processing systems, preferably SAP or Oracle.

• Strong data entry skills with a high level of speed and accuracy.

• Ability to maintain and update customer records, product information, and order details.

Professional Skills

• Excellent written and verbal communication skills.

• Strong attention to detail and accuracy.

• Ability to manage multiple customer accounts and priorities simultaneously.

• Strong organizational and time management skills.

• Effective problem-solving and customer service abilities.

• Ability to work independently in a remote environment.

• Strong collaboration skills when working with cross-functional teams.

• Ability to meet deadlines and maintain accuracy in a high-volume environment.