Customer Service Representative

The Customer Service Representative is responsible for building and maintaining strong, long-term relationships with customers by proactively managing their accounts, addressing inquiries, resolving issues, and ensuring overall satisfaction. In addition to serving as the primary point of contact, this role is accountable for overseeing a portfolio of customer accounts, identifying opportunities for growth, and collaborating with internal teams to deliver solutions.

The Customer Service Representative handles a broad range of responsibilities, from responding to general questions to resolving complex complaints, while also monitoring account health, and contributing to customer retention and success.

Key responsibilities include:

• Work closely with sales representatives to provide timely and efficient quotes for products to customers.
• Work with customers to forecast parts based on historical usage and knowledge of customers’ production plans.
• Respond to customers’ quality and engineering requests and provide feedback through coordination with supervisor and the P&I quality and engineering teams.
• Manage and enter sales orders and quotes into the company ERP system.
• Review customer purchase orders for details regarding material specifications, packaging, and pricing, and provide recommendations to the customer on these items.
• Review customer prints for accurate part dimensions, material specifications, and other critical items.
• Process returned sales orders into the ERP system, arrange for parts to be returned, coordinate shipment of replacement products, and work with P&I’s and customers’ quality and engineering teams to address issues.
• Team with P&I procurement department to coordinate strategic purchases of metals and alloys to fulfill customer needs, as well as monitor existing ounces of precious metals on customers’ contracts.