Customer Service Representative

Job Title:

Customer Service Representative

Job Description

The Customer Service Representative plays a critical role in building and maintaining strong relationships with key clients by serving as the primary point of contact for communication, feedback, and follow-up. This role ensures high levels of customer satisfaction by aligning internal teams with client expectations, supporting sales growth, and contributing to the execution of strategic account objectives. The position focuses on customer support and satisfaction through accurate purchase order processing, scheduling, shipment confirmations, and proactive follow-up, while acting as a liaison between customers and internal departments across all manufacturing sites.

Responsibilities

+ Serve as the primary point of contact for key customers, managing day-to-day communication, feedback, and follow-up to ensure a positive customer experience.

+ Focus on customer support and satisfaction by managing purchase order processes, including order entry, order changes, and confirmations for large purchase orders with multiple components.

+ Coordinate scheduling and shipment confirmations, ensuring on-time delivery and communicating any changes or delays to customers in a timely and professional manner.

+ Act as a liaison between customers and internal departments, including purchasing, production, quality, and accounting, to address inquiries, resolve issues, and align expectations.

+ Cultivate and maintain strong customer relationships in a collaborative way that supports customer satisfaction, drives sales growth, and helps achieve revenue objectives.

+ Use creative problem-solving strategies to address customer challenges, identify opportunities for improvement, and support strategic account objectives.

+ Support sales, manufacturing, procurement, and product delivery by aligning time frames, production schedules, and customer requirements.

+ Analyze and communicate product costs, margins, and customer requirements in a collaborative environment, ensuring transparency and alignment with internal stakeholders.

+ Support regional or inside sales managers by preparing and providing pricing, quotes, delivery updates, and customer feedback.

+ Manage and process requests for quotes (RFQs) and customer quotes, ensuring accuracy and timely response.

+ Handle order entry for high-mix, low-volume or made-to-order products, ensuring all components and details are accurately captured in the system.

+ Work with purchase orders, including reviewing terms, verifying details, and ensuring compliance with customer specifications and internal processes.

+ Generate and maintain sales reports for weekly review, including sales projections, backlog reports, and other strategic customer support data for management.

+ Utilize ERP or MRP systems to manage orders, customer data, and production-related information, ensuring data accuracy and timely updates.

+ Use Microsoft Excel, including pivot tables and VLOOKUP, to analyze data, track metrics, and support reporting needs.

+ Communicate clearly and professionally via email and verbally with customers, internal teams, and leadership.

+ Ensure compliance with ITAR requirements in all applicable aspects of the role, including handling of customer information and order details.

+ Support the administrative side of inside sales activities as the company continues to grow, helping streamline processes and improve efficiency.

Essential Skills

+ 2-4+ years of experience in customer service or account support within contract manufacturing, electronics manufacturing services (EMS), or an allied industry such as aerospace, defense, or medical devices.

+ Hands-on experience with ERP or MRP systems for order entry, customer records, and production coordination (specific system not required).

+ Proficiency in customer service and customer support, including handling RFQs, RFIs, and customer inquiries.

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Experience with customer service order entry, including large purchase orders with multiple components.

+ Strong Microsoft Office skills, particularly Microsoft Excel with the ability to use pivot tables and VLOOKUP.

+ Ability to type approximately 60…