Customer Service Representative

Customer Service Representative

This Customer Service Representative role focuses on serving as the primary liaison between customers and internal teams, ensuring that every order and inquiry receives timely, accurate, and professional attention. You will support both inside and outside sales, manage order life cycles from entry through delivery, and help resolve issues related to production, shipping, scheduling, and invoicing. This position offers room for growth and long-term stability in a collaborative office environment.

• Develop and maintain positive customer relationships by providing responsive, professional, and courteous service at all times.
• Coordinate with internal departments, including sales, production control, and materials management, to ensure customer requests are handled accurately and on time.
• Support inside and outside sales teams by providing order status updates, customer information, and general assistance as needed.
• Perform order entry and data entry tasks to back up the sales team, ensuring all purchase orders and customer details are entered accurately into the system.
• Track and expedite customer orders, monitoring progress and proactively communicating updates to customers and internal stakeholders.
• Interact with internal departments to help ensure on-time delivery and resolve any issues that may impact delivery schedules.
• Adjust orders according to customer requests and established company policies, and communicate any changes to all relevant parties.
• Resolve conflicts related to production, shipping, scheduling, and invoicing by investigating issues, coordinating with internal teams, and communicating clear resolutions to customers.
• Review purchase orders and related documentation to confirm accuracy, identify important details, and ensure compliance with company guidelines.
• Use email and phone communication to provide clear, professional updates and follow-ups to customers and coworkers.
• Generate and work with open order reports using basic Excel skills to monitor order status and identify items requiring follow-up.
• Participate in initial onboarding activities, including completing required paperwork, attending facility tours, and engaging in training sessions.
• Complete approximately two weeks of structured training with daily check-ins and support from leadership, progressing to independently performing normal duties by around week three.
• Perform other related duties as assigned to support the overall effectiveness of the customer service function.

• At least 5 years of experience in a customer service role.
• Strong customer service orientation with the ability to act as a professional conduit between customers and internal teams.
• Proficiency with Microsoft Office, including good working knowledge of Word and Excel.
• Strong Microsoft Outlook skills for managing email communication and coordinating customer interactions.
• Accurate data entry and order entry skills, including reviewing and processing purchase orders.
• Excellent attention to detail, especially when reviewing orders and important customer information.
• Good oral and written communication skills, with the ability to communicate clearly and professionally by email and phone.
• Ability to handle multiple job functions simultaneously with minimal supervision.
• Good organizational skills to manage multiple orders, tasks, and priorities effectively.
• Ability to maintain a professional appearance and positive company image in all customer and internal interactions.
• Strong interpersonal skills, with the ability to collaborate effectively with internal teams such as sales, production control, and materials management.
• Comfort using basic Excel functions to work with open order reports and track order status.

• Experience performing expediting functions, including tracking orders, updating systems, and coordinating with production and materials teams.
• Experience supporting both inside and outside sales teams in a customer-facing environment.
• Demonstrated ability to provide clear, professional follow-up with customers and coworkers.
• A positive, outgoing attitude and a willingness to…