Manufacturing Customer Service Representative

Manufacturing Customer Service Representative

Position Summary

Essential Duties and Responsibilities

Customer Service & Customer Interactions

• Provide customers with accurate quotes, including applicable lead times.
• Manage customer expectations regarding orders, pricing, lead times, and delivery commitments.
• Provide order confirmations within 24 hours of receiving customer orders.
• Proactively communicate with customers regarding late deliveries, order status, and other changes.
• Respond promptly to customer inquiries and complaints.
• Respond to initial customer inquiries within four hours whenever possible.
• Communicate shipment information to customers, including tracking numbers when applicable.
• Set up new customers in the company’s ERP and CRM systems.
• Maintain accurate and timely customer records in the CRM.
• Document customer calls, communications, and activities in the CRM.
• Monitor customer account portals for orders, returns, quality alerts, and other customer requirements.
• Maintain a high level of customer satisfaction and professionalism in all interactions.

Quoting & Solution Development

• Work with Engineering to develop solutions for new parts and customer requirements.
• Enter quotes accurately into the CRM system.
• Initiate work on customer requests and RFQs promptly.
• Prepare and communicate quotes in an efficient and timely manner.
• Finalize customer orders following quote acceptance.
• Escalate complex or unresolved issues to the appropriate supervisor.

Problem Resolution

• Work collaboratively with Quality to investigate and resolve customer issues.
• Track customer issues using the appropriate Return Material Authorization (RMA) process.
• Document investigations and customer issues in the CRM.
• Locate and track jobs that are currently in process.
• Work with Scheduling to establish and communicate realistic delivery commitments.
• Proactively communicate with customers regarding delays or other issues.
• Escalate issues to the supervisor when appropriate.
• Work to resolve customer concerns as quickly and effectively as possible.

Teamwork & Support

• Provide backup coverage and support for other team members as needed.
• Assist with order entry responsibilities.
• Participate in one-on-one meetings with the supervisor.
• Attend and actively participate in daily team roundups.
• Attend company and employee meetings.
• Pursue opportunities for personal and professional development.
• Demonstrate and support Grover Corporation’s core values.
• Work collaboratively with internal departments to achieve company and customer goals.

Equal Employment Opportunity