Customer Service Representative; Manufacturing

Customer Service Representative

This onsite Customer Service Representative role at a plant location focuses on overseeing customer relationships, managing delivery processes, and addressing a wide range of customer support needs. Serving as the primary point of contact at the plant for assigned customer accounts, you ensure exceptional customer success and service standards. You safeguard customer satisfaction while supporting operational performance and broader business objectives by making key decisions related to the daily management of orders and customer communications.

Responsibilities

• Provide first-class customer service to internal and external customers, ensuring timely and professional responses to all inquiries.
• Develop and maintain strong, professional working relationships with customers and internal teams across operations, accounting, and account management.
• Handle customer inquiries regarding order status and complaint resolution, including pricing issues, shipping errors, and other service-related concerns.
• Receive and review customer forecasts and orders, ensuring that all information is accurate and complete.
• Manage order activities within customer-assigned portals when applicable, maintaining up-to-date and accurate data.
• Assist account managers with SKU management activities, including certain customer price communications and updates.
• Clarify customer complaints, determine root causes, and select and explain the best solutions to resolve issues promptly and thoroughly.
• Expedite corrections or adjustments to orders and follow up with customers to confirm full issue resolution.
• Partner with operations to resolve reported quality issues and on-time delivery concerns, coordinating actions to meet customer expectations.
• Review incoming purchase orders for accuracy, including pricing, lead time, terms, sold-to and ship-to information, and customer part numbers.
• Process manual orders in the Enterprise Resource Planning (ERP) system, ensuring accurate entry and tracking.
• Manage Electronic Data Interchange (EDI) order demand through the ERP-designated error file, correcting discrepancies and ensuring proper processing.
• Work with customers to correct orders or forecasts that do not meet quoted terms, and escalate unresolved issues to the assigned account manager when necessary.
• Negotiate requested order changes with operations and customers, including shipping location, quantity, and due dates.
• Approve or reject expedited freight charges using the internal approval process, and lead related customer communication and negotiation.
• Reconcile invoice deductions and resolve pricing issues in collaboration with the accounting department.
• Handle inbound calls in a customer service or call center environment, providing accurate information and support regarding orders and services.
• Perform accurate data entry and order entry tasks, maintaining detailed records in relevant systems and tools.

Essential Skills

• Minimum of one year of customer service experience in a manufacturing or distribution environment is desired.
• Experience working with an Enterprise Resource Planning (ERP) system is required.
• Demonstrated proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and Teams.
• Strong customer service skills, with the ability to manage inbound calls and provide effective support in a call center or service environment.
• Solid data entry and order entry capabilities, with attention to detail and accuracy.
• Ability to manage customer support activities such as receiving and reviewing forecasts and orders, and resolving service-related issues.
• Effective communication skills for handling pricing concerns, shipping errors, and complaint resolution.
• Capability to collaborate with operations, account management, and accounting teams to resolve quality, delivery, and pricing issues.

Additional Skills & Qualifications

• Experience in a manufacturing plant or distribution facility environment.
• Experience in managing customer portals and EDI order processes.
• Familiarity with SKU management and basic pricing communications.
• Comfort working in a structured call center or inbound service setting.
• Ability to negotiate order changes and expedited freight charges in a professional manner.
• Strong problem-solving skills and follow-through to ensure complete issue resolution.

Work Environment

This is a fully onsite role based at a plant location, working Monday through Friday from 5:00 a.m. to 3:30 p.m. You operate in a fast-paced…