Customer Service Representative- Manufacturing

Overview

In this role, employees are expected to work both independently and collaboratively in a fast-paced environment. This includes taking ownership of day-to-day responsibilities, while proactively communicating and coordinating with team members and cross-functional partners when needed. We value individuals who are professional, respectful, and solution-oriented in their interactions with customers, suppliers, and internal teams. At the same time, this role requires confidence and sound judgment—knowing when to ask for support, when to elevate concerns, and when to advocate for the right outcome.

Success in this position comes from balancing accountability, teamwork, and clear communication so that work is completed accurately, efficiently, and with a high level of service.

Reporting to the Customer Service Manager, this role is responsible for delivering timely, accurate, and professional support to customers across all interactions. The position serves as a central point of coordination for customer orders, communication, and issue resolution, ensuring consistent and reliable customer experiences. This includes managing sales order entry, responding to customer inquiries, and maintaining accurate records while working closely with internal teams to ensure alignment on timing, requirements, and expectations.

Success in this role is defined by attention to detail, responsiveness, and the ability to communicate clearly and effectively in a fast-paced, cross-functional environment.

• Respond to customer inquiries in a timely, accurate, and professional manner, ensuring clear communication and follow-through.
• Enter, review, and confirm sales orders with a high level of accuracy, maintaining up-to-date and complete customer records.
• Monitor order status, lead times, and capacity changes; proactively communicate updates to customers and internal teams as needed.
• Address customer issues including complaints, returns, and credits, ensuring resolution or appropriate escalation.
• Coordinate with internal teams (Production, Planning, Sales, and others) to align on order requirements, timing, and customer expectations.
• Maintain organized and accurate documentation of customer specifications and requirements.
• Participate in cross-functional projects and initiatives as assigned.
• Participate in customer interactions as needed, including meetings or site visits.
• Meet performance expectations for responsiveness, accuracy, and overall service quality.

• 2-5 years of experience in a customer service, order management or manufacturing environment preferred
• Strong written and verbal communication skills, with the ability to convey information clearly, professionally, and concisely
• High attention to detail with a focus on accuracy in order entry, documentation, and customer communication
• Comfortable working both independently and collaboratively, with sound judgment on when to elevate or seek input
• Ability to navigate cross-functional communication and maintain professionalism in challenging or high-pressure situations
• Proficiency in Microsoft Office (Outlook, Excel) and experience working within ERP or order entry systems preferred
• Bachelor’s degree preferred, but not required

* Pay range for this role is $22-26 per hour