Senior Customer Service Representative

Senior Customer Service Representative

The Senior Customer Service Representative serves as a primary point of contact for customers and supports the Customer Service team with complex issues, consistent processes, and timely order fulfillment. This role coordinates with internal departments to resolve concerns, maintain accurate records, and deliver responsive service. 

Customer Service and Order Responsibilities

• Respond promptly to incoming calls and inquiries, identify customer needs, and resolve or direct questions and concerns  to the appropriate person or department. 

• Prepare quotes and create or revise orders based on customer needs and Account Manager specifications. 

• Maintain accurate customer, order, and sales records in ERP systema (SAP), and other applicable systems, including current tax exemption certificates. 

• Coordinate with Sales, Marketing, Production, and Service to support customers from the initial sale through delivery. 

• Assist the Production Manager in maintaining shipping schedules and communicating lead times. 

• Review orders and charges against company purchase orders for accuracy; verify drawings, requisitions, purchase orders, and catalogs when preparing sales orders and related documentation. 

• Prepare information sheets, installation calculation sheets, lot order forms, and print requests as needed, and provide sales data reports upon request. 

Senior Team Support Responsibilities

• Serve as a senior resource to the Customer Service team by answering process and system questions and providing day-to-day guidance. 

• Help coordinate workload and team coverage so inquiries, orders, and follow-up activities are handled accurately and on time. 

• Assist with onboarding and training new team members on procedures, systems, customer service standards, and company processes.  

• Coach and mentor Customer Service Representatives through knowledge sharing and practical feedback that strengthens product knowledge, communication, and problem-solving skills.  

• Handle escalated customer concerns in collaboration with internal departments and communicate progress and resolutions to customers and stakeholders. 

• Monitor customer issues and orders, follow up on outstanding items, and provide timely status updates. 

• Identify recurring issues and process gaps and recommend improvements to service quality and efficiency. 

• Partner with management to reinforce team expectations, recognize development opportunities, and support a collaborative, accountable team environment. 

• Assist management with customer service reporting, documentation, special projects, and departmental initiatives as needed. 

Qualifications

• 5 + years of customer service experience, preferably in a manufacturing or production environment. 

• High school diploma or GED; some college preferred. 

• Proficiency with SAP or similar ERP systems preferable, Microsoft Office, including Excel, PowerPoint, Word, and Outlook. 

• Strong verbal and written communication skills and the ability to build trust through clear communication and follow-through. 

• Ability to evaluate and troubleshoot customer issues, resolve conflicts, negotiate solutions, and follow up through resolutions. 

• Customer-focused approach with empathy, responsiveness, patience, and attention to detail. 

• Ability to work independently and adapt to changing priorities in a fast-paced environment.