Customer Service Representative

Position Title: Customer Service Representative

Department: Sales and Marketing

Reports To: Executive Vice President, Sales and Marketing

Location: Menominee, MI; occasional travel for training or customer visits

FLSA Status: Non-Exempt

Position Summary

Provide world‑class service and support to customers by processing orders, resolving inquiries, and coordinating information between Sales, Planning, and Shipping. This role ensures accurate order handling, timely communication, and customer satisfaction throughout the order cycle.

Key Responsibilities 1. Order Processing and EDI Management

• Enter, review, and update customer purchase orders in the ERP system
• Process order changes, cancellations, and confirmations
• Manage daily and weekly EDI orders and resolve exceptions promptly
• Maintain accurate shipping schedules and order statuses

2. Customer Communication and Support

• Respond to customer inquiries regarding order status, delivery dates, pricing
• Assist in preparing and processing customer Requests for Quotation (RFQs), including
• Provide proactive updates on shipping delays, changes, or product availability
• Ensure all communication is professional, documented, and timely

3. Coordination with Internal Teams

• Work closely with Planning, Shipping, Quality, and Sales to meet customer requirements
• Communicate expedite or special delivery needs to the Planning Group
• Support coordination on production scheduling for rush orders

4. Returns, Credits, and Documentation

• Prepare and process return authorizations (RMAs), credit requests, and replacement orders
• Ensure documentation is accurate, complete, and aligned with policy
• Support compliance by completing trade forms such as NAFTA and USMCA Certificates of Origin when required

5. Reporting and Recordkeeping

• Keep ERP and customer data accurate and current
• Maintain Past Due order and Open Order reports for assigned customer accounts
• Participate in internal audits and maintain department records for reference

6. Department and Process Support

• Provide backup coverage for team members during absences, including order entry, customer correspondence, and shipping support
• Contribute to process improvement initiatives by providing feedback and assisting in updating Standard Operating Procedures (SOPs)
• Support customer website and portal activity, including uploading documentation, managing order inquiries, and maintaining accurate information

Required Qualifications

• 2+ years of customer service or order entry experience, preferably in manufacturing or distribution
• Strong communication and problem‑solving skills
• Proficiency with Microsoft Word and Excel; experience with ERP systems such as Infor Syteline
• Experience with EDI, or customer web portals preferred
• Ability to manage multiple priorities in a fast‑paced environment

Performance Expectations

• Timely and accurate order entry
• Professional customer interaction and responsiveness within 24 hours
• Active participation in continuous improvement initiatives
• Contribution to achieving on‑time delivery and customer satisfaction targets

Tools and Systems

• ERP:
  Infor Syteline or similar
• Microsoft Word, Excel, Teams, and Share Point
• Customer portals and carrier tracking systems
• Must be able to sit for long periods and work at a computer

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