Customer Service Representative - Manufacturing

Position Summary/Reporting Relationships:

The Customer Support Representative (referred to below as CSR) is the transactional customer-facing role responsible for post-sale communications and administrative execution that keeps the quote-to-order and order-to-ship processes running smoothly. The CSR issues acknowledgements and shipping notifications, coordinates status and delivery communications, manages RMAs and minor quality follow-up, handles simple reorder interactions (coordinating order input with the Order Entry team), and acts as the reliable operations hub between customers and internal teams (Production, Purchasing, Estimating, Account Managers and Finance).

The CSR does not perform Account Manager duties (relationship ownership, scoping, commercial approval) and will perform order entry.

Reporting relationships: Reports to the Director of Sales. Interact daily with Account Managers, Estimators, Production/Shop Management, Purchasing, Quality, Order Entry and Finance.

Essential Duties and Responsibilities:

The CSR must be able to perform the following essential functions, with or without reasonable accommodations.

Transactional Customer Communications and Status Management

• Acknowledge customer communications (email/portal/phone) promptly and professionally; provide routine order status, scheduling and delivery information.
• Send and manage order acknowledgements, shipping notifications and delivery confirmations to customers and internal teams.
• Maintain the customer contact cadence for transactional items and ensure customers receive timely updates on schedule or delivery changes.

RMA, Quality Support and Post-Sale Follow Up

• Manage RMA initiation and coordination: collect return details, document damage or quality information, manage logistics, coordinate quality inspection and corrective action with Quality and Production, and communicate resolution to customers.
• Coordinate minor quality follow-up activities and ensure corrective actions are captured and communicated. Escalate complex quality issues to Account Managers and Quality leadership.

Order entry, Reorders and Transaction Coordination

• Accurately enter orders with information from Account Managers, Estimators and SMEs.
• Handle customer requests for routine/simple reorders (no specification changes) by verifying reorder details, confirming pricing/lead time expectations with Estimating/Account Management as needed, and enters orders into Epicor/ERP.
• Track reorder progress and confirm acknowledgements and delivery status with customers.

Shipping, Logistics and Carrier Coordination

• Monitor shipments, update customers on carrier tracking and delivery exceptions, and coordinate with Shipping and Production to resolve transit or delivery issues.
• Work with Purchasing and Production to gather lead-time and material availability information for customer updates.

Handoffs, Escalation and Coordination

• Execute and document clean handoffs between Sales (Account Manager), Estimating, Order Entry and Production per the standard checklist; ensure traceability in the ERP/CRM.
• Escalate non-routine or technical issues (scope changes, pricing exceptions, manufacturability questions) to the Account Manager or Estimator and follow through until resolution.
• Act as the customer's operational point of contact for transactional items while Account Managers retain commercial ownership.

Systems, Data and Administrative Controls

• Maintain accurate and auditable transaction records (order acknowledgements, RMAs, shipping notifications, status notes) in Epicor and CRM; ensure contact and transaction data meets hygiene standards.
• Maintain standard acknowledgement templates, RMA forms and transactional checklists; propose and implement process improvements that reduce errors and speed response time.
• Reconcile shipping, RMA and order status information with Billing and Finance as required.

Continuous Improvement and Team Support

• Track recurring service issues and collaborate with cross-functional teams to address root causes and reduce transactional friction.
• Support weekly sales operational reporting by feeding timely order status, backlog and RMA metrics to Account Managers and…