Customer Service Representative

The Customer Service Representative serves as a key liaison between customers, Sales, and internal manufacturing teams within Impact Electronic Solutions' wire harness, cable assembly, electromechanical assembly, and electronics manufacturing environment. This position is responsible for supporting customer accounts throughout the order lifecycle, including order entry, order verification, order tracking, delivery coordination, and ongoing customer communication.

The Customer Service Representative builds and maintains positive customer relationships by providing timely, accurate, and professional support while coordinating internally to balance customer requirements with manufacturing capabilities and business needs. The position also maintains customer records, supports customer portals and reporting requirements, and performs general administrative and front-office responsibilities as needed.

• Maintain a positive, professional, and solutions-focused approach when interacting with customers, prospective customers, Sales representatives, employees, visitors, and other business partners.
• Serve as a primary point of contact for assigned customer accounts and respond to customer inquiries through email, phone, customer portals, and other approved communication channels.
• Process and verify customer sales orders, ensuring order information, requirements, quantities, pricing, delivery dates, and other applicable information are accurately entered into company systems.
• Monitor customer orders throughout the order lifecycle and coordinate with Production, Planning, Materials, Quality, Shipping, Sales, and other departments as necessary to support customer requirements.
• Proactively communicate order status and potential delivery concerns to customers and Sales representatives. Potential delays must be communicated as soon as they become known.
• Process requests for quotations, customer forms, applications, documentation, and other customer requests accurately and within established customer response standards.
• Enter and maintain accurate customer and prospective customer information within the Customer Relationship Management (CRM) system and other applicable business systems.
• Maintain accurate records of customer interactions, transactions, commitments, comments, complaints, and other relevant account activity.
• Learn and effectively manage customer portals, including order information, documentation, reporting, scorecards, and other customer-specific requirements.
• Coordinate with Sales representatives regarding assigned accounts and provide appropriate visibility to significant customer communications, concerns, opportunities, and account activity.
• Work with Sales representatives and customers to obtain and monitor customer performance scorecards and communicate relevant results internally.
• Collaborate effectively with internal departments to resolve customer concerns, support delivery commitments, and improve the overall customer experience.
• Identify opportunities to improve customer service processes, communication, workflow, and departmental efficiency and bring recommendations forward to management.
• Provide professional customer support with the goal of maintaining strong customer relationships and customer satisfaction.
• Greet customers, visitors, vendors, and members of the public professionally and provide front-office and switchboard support as assigned.
• Perform special assignments, administrative responsibilities, and other duties as required.

The Customer Service Representative is responsible for maintaining timely and consistent communication with customers. Unless a customer-specific requirement establishes a more stringent standard, the following expectations apply:

• Initial Response:
  Customer emails, phone messages, portal communications, and other customer inquiries must be acknowledged within 4 working hours of receipt, even when a complete response or resolution is not yet available.
• Customer Complaints:
  Customer complaints must be acknowledged within 24 hours of receipt and promptly communicated to the appropriate internal parties for investigation and resolution.
• Resolution:
  Customer inquiries, requests, and concerns should be resolved within 48 hours of receipt whenever reasonably possible.
• Ongoing Updates:
  When an issue cannot be resolved within 48 hours, the customer must receive a…