Customer Service Representative

Pfannenberg Group

Lancaster, NY

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JOB DETAILS

SKILLS

Communication Skills, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Service Systems, Customer Support/Service, Detail Oriented, Documentation, ERP (Enterprise Resource Planning), Establish Priorities, Logistics, Manufacturing, Manufacturing Operations, Microsoft Excel, Microsoft Outlook, Microsoft Word, Operational Support, Order Processing, Order/Customer Fulfillment, Organizational Skills, Presentation/Verbal Skills, Product Pricing, Production Planning, Quality Management, Resolve Customer Issues, Sales Prospecting, Team Player, Time Management, Writing Skills

LOCATION

Lancaster, NY

POSTED

1 day ago

Customer Service Representative

Overview

The Customer Service Representative plays a vital role in delivering positive, reliable, and professional experiences for our customers. Working within a manufacturing environment, this role supports both external customers and internal teams by providing accurate information, processing orders, and coordinating communication across departments. This position combines customer-facing responsibilities with operational support to ensure smooth workflows and high levels of customer satisfaction.

Key Responsibilities - Provide Professional and Friendly Customer Service

- Engage customers and prospective customers by phone and online using a warm, attentive, and solution-focused approach.

- Provide timely and accurate information related to products, pricing, availability, and delivery.

- Address customer questions or concerns professionally, with a focus on efficient and effective resolution.

- Process customer requests accurately, ensuring a smooth and positive customer experience.

Customer Operations Support

- Set up new customer accounts with accuracy and attention to detail.

- Enter, process, and review customer orders to support accurate and timely fulfillment within the manufacturing workflow.

- Coordinate customer needs internally by communicating clearly with production, planning, and logistics teams.

- Follow up on customer interactions to ensure questions are resolved and expectations are met or exceeded.

- Maintain organized and up-to-date customer files, documentation, and records.

Support Customer Experience and Loyalty

- Accurately document customer interactions, including calls, emails, and follow-ups, in the CRM system.

- Capture relevant customer details that support consistent, high-quality service across interactions.

- Contribute to a team-focused service culture that builds trust, strengthens relationships, and fosters long-term customer loyalty.

Skills and Qualifications

- Experience or exposure to ERP and CRM systems in a customer service setting; manufacturing experience is a strong plus.

- Beginner-level proficiency with Microsoft Outlook, Word, Excel, and Teams.

- Strong verbal and written communication skills with a customer-first mindset.

- Ability to stay organized, prioritize tasks, and manage multiple customer requests simultaneously.

- Positive, solution-oriented attitude and the ability to collaborate effectively across teams and departments.

What Success Looks Like

- Customers feel valued, supported, and well informed throughout every interaction.

- Communication with customers and internal teams is accurate, clear, and timely.

- Orders and customer requests are processed accurately and support efficient manufacturing operations.

- CRM records are complete, organized, and useful for improving service quality and customer satisfaction.

- Customers return not only for our products, but for the consistent, dependable service you provide.

This role offers opportunities to grow product knowledge, system expertise, and cross-functional collaboration within a manufacturing organization.

About the Company

Pfannenberg Group

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