Overview

We are seeking a customer-focused, analytical, and solutions-oriented Customer Service Representative to serve as the primary point of contact for assigned customers. This is not simply a phone or administrative position. The ideal candidate will be comfortable managing complex customer needs, researching product availability, prioritizing urgent orders, and working cross-functionally with Scheduling, Manufacturing, Sales, and other teams to ensure customer demands are met.

This role also supports inside sales, quote follow-up, upselling, cross-selling, order management, and customer retention.

Key Responsibilities

• Serve as the primary point of contact for assigned customers and provide excellent, responsive service.
• Respond promptly to customer questions, concerns, and complaints and provide solutions based on customer needs.
• Research product availability, inventory, production schedules, and order status to determine the best solutions and optimal ship dates.
• Proactively manage the full customer order process, including order entry, confirmation, analysis, scheduling, and follow-up.
• Prioritize urgent and time-sensitive orders in coordination with Scheduling and Manufacturing.
• Communicate order updates, changes, delays, and potential issues to customers.
• Coordinate with Manufacturing and other internal teams to ensure orders are fulfilled accurately and on time.
• Follow up on quotes and identify opportunities for upselling, cross-selling, and generating additional business with existing customers.
• Follow up after sales to ensure customer satisfaction and build strong long-term relationships.
• Maintain comprehensive knowledge of company products, services, and processes.
• Investigate and resolve order discrepancies, product issues, and customer concerns.
• Generate RMAs when necessary and follow up on product returns and customer credits.
• Process requests for credit and assist with monthly reporting.
• Complete required documentation, including NAFTA certificates.
• Identify opportunities to improve customer service workflows, processes, and systems.
• Work with internal teams to address nonconforming products and prevent recurring issues.
• Escalate complex issues to Sales Management when necessary.
• Perform other duties as assigned.

Required Skills & Abilities

• Excellent written and verbal communication skills.
• Strong analytical, critical-thinking, and problem-solving skills.
• Strong organizational and multitasking abilities.
• Ability to prioritize competing tasks and manage urgent customer requests.
• Confident, assertive, and professional communication style.
• Strong attention to detail and ability to meet deadlines.
• Strong business and finance-related math skills.
• Self-motivated and driven to continuously improve processes and customer service.
• Strong negotiation and relationship-building skills.
• Excellent computer skills, including Microsoft Word, Excel, and Outlook.
• Ability to work effectively with Sales, Scheduling, Manufacturing, and other departments.

Qualifications

• High school diploma or GED required; some college preferred.
• 3+ years of experience in a customer-focused office environment with daily customer interaction.
• Inside Sales experience preferred.
• Experience with ERP systems; SYSPRO preferred.
• Manufacturing or industrial product experience is a plus.

Pay: $21.00 - $23.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person