Manufacturing Customer Service Representative

Position:Manufacturing Customer Service Representative

The Manufacturing Customer Service Representative is responsible for providing exceptional customer service throughout the order-to-delivery process. This position serves as a key point of contact for customers, manages customer expectations, coordinates solutions to customer needs, resolves issues, and maintains accurate customer and order information within the company’s ERP and CRM systems.

The Manufacturing Customer Service Representative works closely with Sales, Engineering, Quality, Scheduling, and other internal teams to ensure customer orders are processed accurately, issues are resolved promptly, and customers receive timely and effective communication. Manufacturing experience is preferred.

• Provide customers with accurate quotes, including applicable lead times.
• Manage customer expectations regarding orders, pricing, lead times, and delivery commitments.
• Provide order confirmations within 24 hours of receiving customer orders.
• Proactively communicate with customers regarding late deliveries, order status, and other changes.
• Respond promptly to customer inquiries and complaints.
• Respond to initial customer inquiries within four hours whenever possible.
• Communicate shipment information to customers, including tracking numbers when applicable.
• Set up new customers in the company’s ERP and CRM systems.
• Maintain accurate and timely customer records in the CRM.
• Document customer calls, communications, and activities in the CRM.
• Monitor customer account portals for orders, returns, quality alerts, and other customer requirements.
• Maintain a high level of customer satisfaction and professionalism in all interactions.
• Work with Engineering to develop solutions for new parts and customer requirements.
• Enter quotes accurately into the CRM system.
• Initiate work on customer requests and RFQs promptly.
• Prepare and communicate quotes in an efficient and timely manner.
• Finalize customer orders following quote acceptance.
• Escalate complex or unresolved issues to the appropriate supervisor.
• Work collaboratively with Quality to investigate and resolve customer issues.
• Track customer issues using the appropriate Return Material Authorization (RMA) process.
• Document investigations and customer issues in the CRM.
• Locate and track jobs that are currently in process.
• Work with Scheduling to establish and communicate realistic delivery commitments.
• Proactively communicate with customers regarding delays or other issues.
• Escalate issues to the supervisor when appropriate.
• Work to resolve customer concerns as quickly and effectively as possible.
• Provide backup coverage and support for other team members as needed.
• Assist with order entry responsibilities.
• Participate in one-on-one meetings with the supervisor.
• Attend and actively participate in daily team roundups.
• Attend company and employee meetings.
• Pursue opportunities for personal and professional development.
• Demonstrate and support Grover Corporation’s core values.
• Work collaboratively with internal departments to achieve company and customer goals.

Grover Corporation is an Equal Employment Opportunity Employer. Employment decisions are made without regard to legally protected characteristics in accordance with applicable federal, state, and local laws.

This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or working conditions associated with the position. Duties may be modified or assigned as business needs require.