Customer Service Representative

## Customer Service Representative Apply locations:
Piedmont, Alabama, USAtime type:
Full time posted on:
Posted 2 Days Agojob requisition :
JR101004

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** POSITION SUMMARY
** The Customer Service Representative directs and coordinates customer service activities at their assigned CVG facility, serving as the primary point of contact for external customers on all order-related matters. This role is responsible for taking, confirming, entering, and managing incoming orders; reviewing EDI and manual orders; monitoring shipments; resolving customer issues; and collaborating with internal teams to ensure customer satisfaction.

The CSR plays a key role in maintaining CVG’s reputation for accurate, timely, and responsive customer service in a fast-paced manufacturing environment.
** KEY RESPONSIBILITIES
**** Order Management & Customer Communication
*** Serve as the primary point of contact for assigned external customers; take, confirm, enter, and manage incoming orders accurately and in a timely manner.
* Key orders into the ERP system accurately, obtaining required documentation; maintain and analyze open orders to ensure accuracy of pricing, product details, and order requirements.
* Monitor open orders and take proactive actions to ensure on-time shipments; provide customers with regular updates on order status, product availability, pricing, and shipping timelines.
* Ensure drop-in and special orders are managed in a timely manner that balances customer needs with production and operations requirements; report order increases and special orders to Sales and Materials teams.
** EDI & Systems Management
*** Manage EDI and spot order processing; reconcile order quantities, monitor EDI error reports, and take corrective action where necessary to ensure accurate and compliant order flow.
* Operate effectively within multiple ERP and electronic order entry systems; maintain accurate and complete records of customer interactions, orders, and issue resolution.
** Issue Resolution & Cross-Functional Collaboration
*** Address and resolve customer complaints — product-related or otherwise — achieving first-call resolution and minimizing the need for follow-up contacts; escalate unresolved issues to management as appropriate.
* Report customer dissatisfaction to the manager for follow-up and process improvement; proactively communicate quality, delivery, or service concerns to the appropriate internal teams.
* Work cross-functionally with Production, Shipping, Sales, and Materials teams to ensure customer needs are met and commitments are kept; provide technical assistance and convey technical information to internal and external customers as needed.
** REQUIRED QUALIFICATIONS
*** High school diploma or GED required; associate’s degree preferred.
* Minimum 2–4 years of customer service experience, preferably in a manufacturing, automotive, or trucking industry environment.
** PREFERRED QUALIFICATIONS & DESIRED CHARACTERISTICS
*** Prior experience with automotive or commercial vehicle OEM customer service processes; familiarity with EDI order reconciliation and ERP-based order management in a manufacturing environment.
* Experience supporting customers such as PACCAR, Daimler, Navistar, Volvo/Mack, or similar OEM accounts; second language proficiency a plus for facilities with international customer bases.
* A reliable, customer-focused professional who takes ownership of order accuracy and customer satisfaction — someone who stays calm under pressure, communicates proactively, and resolves issues with urgency and follow-through.
* Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with ERP systems and EDI platforms preferred; ability to learn new systems quickly.
* Excellent written and verbal communication skills with a high degree of accuracy under pressure; strong organizational skills, attention to detail, and ability to manage multiple priorities simultaneously.
* Strong problem-solving skills and a team-oriented mindset; ability to understand and convey technical information to internal teams and customers.
** CVG IS AN EQUAL OPPORTUNITY…