Customer Service ​/ Sales Support

Customer Service Representative – Order Management | Manufacturing

We are seeking an experienced Customer Service Representative to join our Customer Service and Supply Chain team in Alpharetta, GA. This is a hands-on customer service and order management position supporting a defined portfolio of manufacturing customers. The Customer Service Representative will manage customer orders from purchase order receipt through fulfillment and invoicing, while working closely with Supply Chain, Planning, Manufacturing, Logistics, Sales, Credit, and other internal teams.

This position is ideal for someone who enjoys working directly with customers, solving problems, coordinating across departments, and managing multiple priorities in a fast-paced manufacturing environment.

Key Responsibilities

• Serve as the primary point of contact for an assigned group of customers.
• Receive and process customer purchase orders (POs) received primarily through email.
• Manage the Order-to-Cash process from order entry through fulfillment, shipment, and invoicing.
• Review customer orders for accuracy, completeness, and compliance with established requirements.
• Coordinate with Supply Chain and Planning teams to confirm inventory and product availability.
• Communicate with customers regarding product availability, lead times, order status, and expected delivery dates.
• Proactively address material shortages, delays, and other potential issues that could impact customer orders.
• Work with Logistics to coordinate expedited shipments when needed.
• Track shipments and provide customers with timely updates.
• Coordinate with Credit, Manufacturing, Quality, Logistics, Sales, and other internal departments to resolve customer issues.
• Help resolve customer complaints and ensure issues are appropriately communicated and followed through to resolution.
• Maintain accurate customer and order information within SAP and Salesforce.
• Provide customers with requested product, order, shipping, and account information.
• Assist with returns, credits, and post-invoicing activities when necessary.
• Support inventory management activities for applicable warehouses and customer inventory programs.
• Provide backup support to other Customer Service Representatives as needed.
• Maintain accurate records and documentation.
• Manage multiple customer requests and priorities while maintaining a high level of responsiveness and professionalism.
• Complete required administrative responsibilities, including timekeeping and other team-related documentation.

What We’re Looking For

• 3+ years of customer service experience, preferably within a manufacturing, industrial, logistics, or supply chain environment.
• Experience working with customer purchase orders and order processing.
• Manufacturing customer service experience is strongly preferred.
• Experience in plastics, polymers, chemicals, industrial manufacturing, OEM, or a similar environment is a plus.
• Experience working with Supply Chain, Planning, Manufacturing, Logistics, or Sales teams.
• Strong problem-solving skills with the ability to identify issues and recommend solutions.
• Excellent verbal and written communication skills.
• Professional, articulate, and diplomatic communication style.
• Strong organizational skills with the ability to prioritize multiple requests and deadlines.
• Comfortable working in a fast-paced environment where customer needs and priorities can change quickly.
• Strong attention to detail and accuracy.
• Ability to build positive relationships with customers and internal business partners.
• Strong teamwork and collaboration skills.
• Proficient computer skills, including Microsoft Office.
• Experience with SAP and/or Salesforce is highly preferred. SAP training will be provided.
• Familiarity with basic accounting, invoicing, or credit processes is a plus.
• Experience working with international teams or customers is a plus.
• College degree is preferred but relevant experience will be considered in place of a degree.

The Ideal Candidate

The ideal candidate is a customer-focused professional who understands that customer service in a manufacturing environment involves much more than answering questions. You will be responsible for managing orders,…