Customer Service Representative - (Manufacturing)

Schedule

• Monday Friday
• 8:30 AM 5:30 PM

Position Overview

The Senior Assistant Customer Service Representative serves as a critical liaison between customers, sales teams, and operations. This role is the primary point of contact for customers and plays an essential role in delivering an exceptional customer experience.

The ideal candidate will build and maintain strong customer relationships while supporting order management, production planning, inventory management, logistics coordination, pricing, and issue resolution. This position requires strong communication, organization, and problem-solving skills in a fast-paced manufacturing environment.

Key Responsibilities

Customer Service & Account Management

• Serve as the primary point of contact for customers and sales teams.
• Facilitate customer quotes and provide pricing information.
• Create and maintain new item specifications and project information.
• Process incoming customer orders and inquiries.
• Schedule production demand and coordinate machine capacity requirements.
• Manage orders to ensure customer delivery requirements are met.
• Proactively monitor order activity and inventory levels.
• Communicate potential delays or issues to customers and internal stakeholders.
• Maintain ongoing customer relationships and ensure a high level of customer satisfaction.

Production Planning & Operations Support

• Coordinate with planning, production, and shipping teams to review schedules and backlogs.
• Ensure customer orders are delivered on time and according to specifications.
• Support the development of customer specifications and projects.
• Collaborate with production teams to improve manufacturing efficiency.
• Handle outside purchases of materials and services required for customer projects.

Reporting & Data Management

• Generate reports and provide data to customers and internal stakeholders.
• Maintain accurate customer, order, inventory, and project records.
• Analyze order activity and operational data to support business decisions.
• Utilize customer portals and business systems to manage customer information.

Quality & Issue Resolution

• Support quality-related investigations and customer concerns.
• Gather information and research customer-reported issues.
• Work closely with Quality teams to troubleshoot and resolve routine quality concerns.
• Ensure timely communication and follow-up regarding customer issues.

Cross-Functional Collaboration

• Partner with sales teams, planning, production, shipping, quality, credit, and collections teams.
• Serve as a liaison between customers and internal business partners.
• Support initiatives focused on improving customer satisfaction and operational performance.
• Participate in ongoing training and professional development opportunities.

Required Skills & Competencies

Attention to Detail

• Follow established processes and procedures accurately.
• Ensure work is completed correctly the first time.
• Maintain accuracy when handling customer orders, specifications, and data.

Customer Focus

• Demonstrate a commitment to providing exceptional customer service.
• Build and maintain positive customer relationships.
• Effectively communicate with customers to ensure expectations are met.

Communication

• Maintain professional, prompt, and respectful communication.
• Demonstrate strong listening skills and the ability to gather accurate information.
• Communicate effectively with customers and internal teams.

Collaboration

• Work effectively with cross-functional teams.
• Build strong working relationships based on trust, respect, and accountability.
• Contribute to a positive and team-oriented work environment.

Problem Solving

• Analyze issues and identify appropriate solutions.
• Evaluate information and make informed recommendations.
• Resolve routine customer concerns while escalating complex issues when necessary.
• Recommend alternative products or services when appropriate.

Growth & Results Orientation

• Demonstrate a willingness to learn and develop new skills.
• Show initiative and curiosity regarding business processes and customer needs.
• Set and achieve productivity and performance goals.

Organizational Skills

• Effectively prioritize and manage multiple responsibilities.
• Maintain strong attention to deadlines and follow-up activities.
• Plan and coordinate work activities to achieve desired outcomes.

Time Management

• Balance customer needs, daily tasks, and competing priorities.
• Adapt to changing business demands while maintaining productivity.

Technical Skills

Microsoft Office Suite

• Outlook
• Teams
• Excel
• Word
• PowerPoint

Business Systems Experience (Preferred)

Experience with one or more of the following:

• AS/400
• Kiwiplan (ESP, PCS, ULT, TSS)
• HRMS
• Amtech
• Sage
• JD Edwards
• Salesforce
• EDI
• Customer Portals

Qualifications

Required

• High School Diploma or GED.
• Customer service or related experience in a manufacturing or industrial environment.
• Strong computer proficiency, including Microsoft Office applications.
• Strong data entry and data analysis skills.
• Excellent verbal and written communication skills in English.
• Basic knowledge of operational procedures and business systems.

Preferred

• Associate's or Bachelor's degree.
• 1 3 years of manufacturing industry experience.
• Experience working with production planning, inventory management, logistics, or customer order management.

Physical Requirements

• Frequent keyboarding and computer use.
• Frequent reaching, grasping, and pinching with one or both hands.
• Ability to occasionally lift, push, or pull up to 10 pounds.
• Ability to effectively communicate verbally in a fast-paced work environment.
• Ability to review, analyze, and interpret data and information accurately.
• Ability to process large volumes of written and verbal information efficiently.