Customer Service Representative - (Manufacturing)

Position Overview

The Customer Service Representative (CSR) is responsible for delivering exceptional customer service by building strong customer relationships, processing purchase orders, monitoring product availability and delivery schedules, and resolving order-related issues in a timely manner.

This role serves as the primary point of contact for customers regarding product offerings, pricing, scheduling, shipping inquiries, and account support. The CSR will also identify upselling opportunities, support inventory and order management processes, and collaborate with internal departments to ensure customer satisfaction.

The ideal candidate will have strong communication skills, customer service experience, and the ability to quickly learn new computer systems and processes.

Key Responsibilities

• Build and maintain strong customer relationships while providing account, product, and service support
• Process customer purchase orders, quotes, and order changes accurately
• Monitor order status and ensure timely product delivery
• Resolve customer order issues and coordinate with vendors to address product or delivery concerns
• Research vendors and obtain quotes for non-stock items
• Collaborate with internal departments to support customer requests and inquiries
• Assist with inventory management and maintaining adequate stock levels
• Help minimize unnecessary freight expenses and operational costs
• Research and resolve accounts receivable disputes and payment discrepancies
• Produce customer activity reports and assist with customer KPI tracking
• Assist with preparing and occasionally delivering customer presentations
• Identify upselling opportunities and support business development efforts within assigned accounts or territories
• Maintain accurate customer records and update account information as needed
• Follow company standard operating procedures and LEAN operational practices
• Continuously identify process improvement opportunities
• Occasionally enter plant areas to discuss customer inquiries with internal teams
• Perform additional duties as assigned

Required Qualifications

• High school diploma or equivalent
• 4+ years of customer service, purchasing, warehouse, or related experience
• Strong computer skills including:
  • Microsoft Word
  • Excel
  • Outlook/Email
• Ability to quickly learn ERP and inventory management systems
• Strong verbal and written communication skills
• Ability to communicate professionally over phone and email
• Strong organizational skills and attention to detail
• Ability to work independently and within a team environment
• Mathematical aptitude for basic calculations

Preferred Qualifications

• Associate's or Bachelor's degree in:
  • Supply Chain Management
  • Business
  • Finance
  • Related field
• Distribution industry experience
• ERP or inventory management system experience
• Mechanical or technical knowledge is helpful but not required

Work Environment & Physical Requirements

• Professional office environment with regular computer and phone usage
• Long periods of computer work and repetitive keyboarding
• Frequent sitting and regular communication by phone and email
• Occasional lifting and moving of items up to 25 40 lbs
• Specific vision requirements include:
  • Close vision
  • Distance vision
  • Peripheral vision
  • Depth perception
  • Ability to adjust focus

Additional Information

• Customer service experience is required; experience is valued over education
• Training will be provided on the company ERP system
• Position may occasionally require evening or weekend work with limited notice
• No driving or equipment operation required