Bill of Materials (BOM), CAD/CAM (Computer-Aided Design/Computer-Aided Manufacturing), Communication Skills, Cross-Functional, Customer Relations, Customer Support/Service, Detail Oriented, Develop and Maintain Customers, Documentation, ERP (Enterprise Resource Planning), Equipment Maintenance/Repair, Logistics, Manufacturing, Manufacturing/Industrial Processes, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, Multitasking, Onboarding, Order Management, Order Processing, Organizational Skills, Pricing, Problem Solving Skills, Production Support, Sales, Shipping/Receiving, Supply Chain, Team Player, Technical Support, Technical Writing, Time Management
Position Overview
We are seeking a highly organized and customer-focused Customer Service Representative to join our manufacturing team. This position serves as the primary point of contact for customers, ensuring a high level of service by managing orders, coordinating with internal departments, resolving issues, and supporting production and logistics activities.
The ideal candidate will have strong communication skills, excellent organizational abilities, experience working in a fast-paced office or manufacturing environment and possess the ability to read and interpret CAD drawings and understand Bills of Materials (BOMs) to support quoting.
Key Responsibilities
- Process customer orders for parts, machines, and service work
- Manage new customer onboarding, including credit applications, approvals, tax status, and shipping information
- Communicate order updates, lead times, and delivery schedules with customers
- Coordinate with production, engineering, shipping, and sales departments to ensure timely order completion
- Provide pricing information for service trips and customer requests
- Prepare and distribute sales orders and required documentation internally
- Assist with quoting by distributing drawings and supporting internal departments
- Read and interpret CAD drawings, engineering prints, and technical documentation to support customer requests and quotations.
- Utilize Bills of Materials (BOMs) to verify assemblies, part configurations, and product specifications.
- Follow up on service work documentation and submit completed paperwork for invoicing
- Communicate daily with shipping and receiving regarding outgoing orders
- Help expedite priority orders and resolve customer concerns in a professional manner
- Support customer accounts and maintain strong customer relationships
Qualifications
- 2+ years customer service experience, preferably in a manufacturing or industrial environment
- Experience with ERP systems, and proficient in MS Office (Excel, Word, Outlook)
- Strong communication and problem solving skills
- Detail oriented with strong organizational skills
- Ability to manage multiple priorities
- Clear understanding of manufacturing processes, lead time, and supply chain concepts, BOM's and drawings
Why Join Us?
- Stable, growing manufacturing company
- Team-oriented work environment
- Opportunity to work cross-functionally with multiple departments
- Competitive pay and benefits
- Long-term career opportunity
EQUAL OPPORTUNITY EMPLOYER: Surge is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, national origin, veteran status, genetic information, or any other status protected by law. Surge is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
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