Customer Service Representative

General Description of Position

Prioritizes all order activities, processes orders in compliance with established Customer Service Procedures and SOP requirements, and reviews order status and delivery status with customers. Handles new orders or changes, including order cancellations via customer portals and EDI, and accepts purchase orders and customer certification documents. Codes late shipments and on‑time delivery reports, serving as the voice of the customer.

• Provide customers with certificates, proof of deliveries, back‑order information, samples, and order status updates.
• Negotiate expedited deliveries with production planning, warehouses, and determine the best method of shipment.
• Communicate sales forecast fluctuations with customers and account managers.
• Verify pricing validity by reviewing all pricing screens before entering orders.
• Present potentially negative information, such as extended back‑orders, customer notifications, and credit holds, in a positive manner.
• Identify when follow‑up by another party is necessary and coordinate resolution with customers, plant, and account managers.
• Resolve customer conflicts through active listening and effective communication.
• Maintain proficiency in database systems to ensure accurate customer information.
• Collaborate daily with functions such as Account Management, Marketing, Distribution, Accounting/Credit, Quality Control, and Manufacturing.

• 2–3 years of customer service experience in a supply‑chain environment.
• Effective communication skills for person‑to‑person and small‑group interactions with customers, clients, the general public, and employees.
• Excellent analytical, written, and verbal communication abilities.
• Ability to work independently and complete assignments within prescribed routines and standard practices.
• Strong leadership and mentoring capabilities, inspiring coworkers to achieve goals and pursue excellence.
• Problem‑solving skills for handling practical situations with limited standardization.
• Competence in interpreting written, oral, or diagrammatic instructions.
• Works under general supervision, referring questionable cases to a supervisor.

Pace Industries offers competitive salaries with full benefits, including health, dental, vision, life, and disability insurance, paid time off, and a 401(k) plan with employer match.

Pace Industries is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.