Customer Service Representative

Location: On-Site
Reports To: Director of Sales & Marketing

G3 Industries is seeking a highly motivated and customer-focused Customer Service Representative (CSR) to join our team. This position serves as a key liaison between our customers and internal departments, ensuring exceptional customer service, accurate order processing, effective communication, and on-time delivery performance.

The ideal candidate will thrive in a fast-paced manufacturing environment, possess strong communication and problem-solving skills, and be committed to building lasting customer relationships while supporting operational excellence.

This is a full-time, on-site position with occasional travel to other G3 Industries locations as required.

Due to the highly collaborative nature of supporting a manufacturing operation, this position requires regular interaction with Production, Planning, Scheduling, Quality, Shipping, Purchasing, and Sales teams. Being on-site allows the Customer Service Representative to:

• Quickly respond to customer inquiries, production changes, and delivery concerns.
• Access real-time information regarding manufacturing schedules, inventory, capacity, and shipment status.
• Collaborate directly with cross-functional teams to resolve issues and meet customer expectations.
• Participate in production meetings, operational reviews, and continuous improvement initiatives.
• Support customer visits, audits, and internal meetings when necessary.
• Maintain strong communication between customers and plant operations to ensure accurate and timely information.
• Proactively identify and address challenges before they impact customer satisfaction.
• Assist with urgent customer requests and changing priorities in a dynamic manufacturing environment.

• Serve as the primary point of contact for customers via phone, email, and in-person interactions.
• Receive, process, and manage customer orders while ensuring accuracy and timely execution.
• Monitor customer orders and communicate updates, schedule changes, and customer requirements in a professional and timely manner.
• Maintain direct account responsibility for up to 50% of the company's active customer base.
• Deliver world-class customer service by addressing inquiries, concerns, requests, and issues promptly and professionally.
• Implement and support on-time delivery procedures while tracking and reporting performance metrics.
• Ensure compliance with company policies, ISO standards, quality requirements, work instructions, and procedures.
• Download, review, interpret, and act upon customer schedules, forecasts, and work instructions from customer websites and portals.
• Collaborate with Sales Representatives to assess customer needs, review market conditions, pricing schedules, and discount opportunities.
• Provide backup support and assistance to other Customer Service team members as needed.
• Participate in continuous improvement efforts focused on customer satisfaction, efficiency, and operational performance.
• Contribute ideas and recommendations that support company profitability, growth, and customer retention.
• Support special projects and additional assignments as directed by the Director of Sales & Marketing.
• Maintain respectful, positive, and professional communication with both internal and external customers at all times.

• Associate degree in Business, Marketing, Customer Service, Supply Chain, or a related field preferred.
• Equivalent combination of education and relevant experience will be considered.
• Minimum of 2 to 4 years of customer service, account management, sales support, or related experience.
• Experience in a manufacturing environment is highly preferred.

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