Customer Service Representative

Duties and responsibilities include the following. Other duties may be assigned. It is expected that each of the duties listed below will be performed to the highest standards of quality, while striving formaximumcustomer satisfaction, and continuallylookingfor ways to improve the methods,practices and procedures within the area. Further, a positive work atmospheremust,also,be promoted through professional and effective conduct and communications with customers, clients, suppliers, and employees.

The position serves asa central pointof contact, coordinating across internal teams to resolve issues, support customer needs, and drive operational efficiency.

Process customer orders via EDI and manual entry in a technical ERP.

• Coordinate demand, production scheduling, and logisticsacross manufacturing plants and distribution centers.
• Ensure accurateandtimelyproduct delivery to customers.

Monitor order status, manageback orders, and provide shipment tracking and updates.

Act as the primary point of contact for customers, deliveringconsistentand high-quality experience.

Manage high-volume E-Mail and telephone communications professionally and efficiently.

Resolve customer complaints byidentifyingsolutions or engagingappropriate internal resources.

Provide delivery information, including availability, scheduling, and order status.

Provide part number cross-references and basic product information.

Coordinate customer interactions with technical teams when specialized support is required.

Verify and communicate customer pricing.

Investigate and resolve pricing discrepancies.

Support annual pricing updates and adjustments.

Assistwithaccurateand up-to-date customer data and documentation within ERP systems.

Process returns andensurestimelyissuance of credits and debits.

Adhere to applicable IATF 16949 / ISO 9001 (formerly TS16949) standards.

Follow documented procedures, work instructions, and customer-specific requirements.

Maintain proper documentation in systems such as SharePoint or equivalent platforms.

Work closely with customer service team members and cross-functional partners.

Contribute to continuous improvement initiatives and operational excellence.

Support achievement of department, facility, and corporate KPIs.

Acts as a good steward of the Company's resources and exemplifies the values of the Company.

Acts as a good steward of the Company's resources and exemplifies the values of the Company.

Ensures personal compliance with all Company policies, procedures, values, ethics, and rules.

Maintains and promotes a safe work environment through ownership of Company safety program. This includes following all safety rules/regulations and proper operating procedures, as well as the proper use of prescribed safety equipment pertinent to the department andimmediatelyreporting all accidents/incidents to supervisor.

Supports the Company's equal employment opportunity and affirmative action policy and actions,immediatelyreporting violations to supervisor and/or the Human Resources representative.

Ensures that work area is free from any form of harassment (sexual, racial, religious, etc.),immediatelyreporting violations to supervisor and/or the Human Resources representative.

Supports Company's quality and environmental policies and programs and meets quality requirements specified for position. Meets quality requirements specified by production drawings, bills of materials, control plans, policies, work instructions, and procedures.

Activelyparticipatesin and successfully completes appropriate training. As appropriate,submits documentation of specific training to support successful completion (i.e. course description, certificate; Training Completed/Evaluation Form).

Meets with supervisor at least once per year to review job performance using this job description as a basis for appraisal.

Maintains complete security and confidentiality of all Company records and employee data.

Maintains a clean,orderly and professional work environment.

Performs other miscellaneous duties as may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge,skilland/or ability required. Reasonableaccommodationmay be made to enable individuals with disabilities to perform the essential functions.

2-3 years of related customer service or order management experience; or

Equivalent combination of education and experience.

Experience in a manufacturing or technical environment preferred.

Proficiency with ERP systems and Microsoft Office Suite (Excel at intermediate level).

Strong customer service orientation with a problem-solving mindset.

Excellent verbal and written communication skills.

Ability to manage multiple priorities in a high-volume, fast-paced environment.

Strong attention…