$85,000–$100,000 Per Year
Communication Skills, Continuous Improvement, Contract Manufacturing, Cross-Functional, Customer Relations, Customer Service Management, Customer Support/Service, Data Quality, Demand Forecasting/Planning, Detail Oriented, Develop and Maintain Customers, Documentation, ERP (Enterprise Resource Planning), Engineering Change Order, Identify Issues, Just in Time (JIT), Maintain Compliance, Manufacturing Operations, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, Multitasking, Oracle, Order Management, Order Processing, Order/Customer Fulfillment, Organizational Skills, Presentation/Verbal Skills, Pricing, Problem Solving Skills, Product Support, Product/Service Launch, Production Planning, Production Schedule, Project/Program Coordination, Project/Program Management, Purchase Orders, Quality Metrics, Resolve Customer Issues, SAP, Sales, Schedule Development, Supply Chain Operations, Time Management, Writing Skills, eCos
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.