Senior Customer Service Representative

Senior Customer Service Representative

Salary Range $85,000.00 - $100,000.00 Salary/year Position Type Full Time Job Shift Day

Description

The Customer Service Representative serves as the primary point of contact for assigned customer accounts, managing day-to-day communication related to orders, schedules, and delivery commitments. This role requires a proactive, energetic approach to coordinating with internal teams, resolving customer needs, and supporting accurate order management and on-time delivery.

Duties & Responsibilities

• Act as the primary point of contact for assigned customer accounts, independently managing day-to-day communication related to orders, schedules, and delivery commitments.
• Take ownership of processing customer purchase orders, sales orders, and order revisions within the ERP system, ensuring accuracy and efficiency.
• Coordinate with internal teams to support on-time delivery, provide order status updates, and resolve customer inquiries.
• Manage customer demand schedules, forecasts, and Just-In-Time (JIT) programs in alignment with production planning.
• Monitor order progress and proactively communicate schedule changes, risks, or delays.
• Support new product introduction (NPI) programs by coordinating order setup, documentation, and customer requirements.
• Execute engineering change orders (ECOs) and configuration updates to ensure accurate order processing.
• Track delivery requirements, manage expedite requests, and resolve potential disruptions before they impact the customer.
• Maintain accurate customer account information, pricing, and order records within the ERP system.
• Collaborate with cross-functional teams to resolve order issues, quality concerns, and delivery challenges.
• Provide order acknowledgements, shipment notifications, and timely status updates to customers.
• Follow up on quotes and support repeat order processing.
• Ensure compliance with customer specifications, quality standards, and company procedures.
• Build and maintain strong customer relationships through proactive communication, accountability, and a high level of service.
• Contribute energy, initiative, and ideas that support continuous improvement within customer service and order management processes.

Qualifications

Education, Training & Experience

• Associate's or Bachelor's degree in Business, Supply Chain, Operations, or a related field preferred; equivalent work experience will be considered.
• 2–5 years of experience in customer service, account coordination, order management, or program support within a manufacturing or contract manufacturing environment.

Knowledge, Skills & Abilities

• Experience using ERP systems (such as Epicor, SAP, Oracle, or similar) to manage orders, schedules, and customer accounts.
• Working knowledge of manufacturing operations, production scheduling, and order fulfillment processes.
• Strong written and verbal communication skills with the ability to effectively interface with customers, program managers, and internal teams.
• Highly organized with strong time-management skills and the ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and accuracy when managing customer orders, schedules, and documentation.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.
• Proactive problem-solving skills with the ability to identify issues, communicate risks, and drive timely resolution.
• Ability to work both independently and collaboratively within a cross-functional team environment.