Customer Services Representative

The Customer Service Representative is responsible for the accurate and timely processing of customer and distributor orders, ensuring high levels of customer satisfaction and operational efficiency. This role serves as a key liaison between customers, Sales, Production, and Distribution to ensure product availability, on‐time deliveries, and effective resolution of inquiries or issues. The position also manages foundry consignment orders and supports forecasting for high‐volume products.

Key Responsibilities

• Receive, review, and process customer, distributor, and foundry consignment orders accurately and efficiently
• Serve as the primary point of contact for customers regarding order status, product availability, inquiries, and complaints
• Coordinate with Production to confirm product availability and manage supply constraints
• Work closely with Logistics and Distribution to ensure timely and complete deliveries
• Print and manage picking slips and shipping documentation
• Process credits, debits, returns, and order adjustments in accordance with company policies
• Act as a liaison between customers and the Sales team to support customer relationships and issue resolution
• Collaborate with customers on forecasts for high‐volume or recurring products
• Maintain accurate order and customer data within ERP systems (SAP preferred)
• Communicate daily with internal stakeholders, including Sales, Operations, Marketing, and Distribution

Experience

• Minimum of 4 years of customer service experience, preferably in a manufacturing or industrial environment
• Experience supporting order management, logistics coordination, and cross‐functional collaboration

Systems & Technical Knowledge

• SAP experience is highly desirable
• Experience with other ERP systems (e.g., JDE) is an advantage
• Proficient in Microsoft Office and PC‐based systems

Skills & Competencies

• Excellent written and verbal communication skills
• Strong customer focus with the ability to handle sensitive or complex situations professionally
• Strong organizational skills with the ability to multitask and prioritize in a fast‐paced environment
• Attention to detail and commitment to accuracy
• Ability to work effectively across multiple departments

Problem Solving & Complexity

This role requires managing day‐to‐day customer and distributor interactions while ensuring orders are shipped on time and in full. The incumbent must resolve issues proactively, often involving sensitive customer concerns, supply constraints, or delivery challenges, requiring diplomacy, judgment, and collaboration.

Vesuvius is a global leader in molten metal flow engineering and technology, primarily serving the global steel and foundry industries. We develop innovative solutions that enable our customers to increase their efficiency and productivity, enhance quality, improve safety and reduce their costs and their environmental impact. Our history spans more than 100 years, we are on six continents with more than 11,000 employees. We value diversity. Sustainability is at the heart of everything we do. We aim to deliver sustainable, profitable growth to provide our shareholders with a superior return on their investment, while providing our employees with a safe workplace where they are recognized, developed and properly rewarded.