Customer Care Representative B2B

The Customer Care Representative serves as a critical liaison between customers and internal operations, managing the complete order lifecycle for industrial manufacturing customers. This role is responsible for order management, customer communications, account support, and cross-functional coordination with Sales, Production, Supply Chain, Logistics, and Operations teams to ensure exceptional customer satisfaction and on-time delivery performance.

This is not a call center position
. The ideal candidate will have experience supporting B2B customers within an industrial manufacturing, building products, distribution, construction materials, engineered products, or related environment. Success in this role requires strong ERP system proficiency, attention to detail, and the ability to manage multiple customer accounts while coordinating complex order fulfillment activities.

• Serve as the primary point of contact for assigned B2B customers, distributors, contractors, and channel partners.
• Build and maintain strong customer relationships through proactive communication and responsive service.
• Manage customer inquiries regarding product availability, pricing, lead times, order status, shipment schedules, and delivery performance.
• Provide professional, timely resolution to customer concerns while maintaining a high level of customer satisfaction.

• Process and manage customer orders received via email, EDI, customer portals, and telephone.
• Ensure accurate order entry, maintenance, and updates within ERP systems including Oracle, SAP, or similar platforms.
• Monitor orders throughout the production and fulfillment process to ensure accuracy and on-time delivery.
• Review orders for pricing accuracy, product specifications, inventory availability, and shipping requirements.
• Coordinate changes, cancellations, expedites, and special customer requests while minimizing operational disruptions.

• Collaborate closely with Production Planning, Manufacturing, Inventory Control, Procurement, Shipping, and Logistics teams to support customer requirements.
• Communicate production schedules, lead times, backorders, and shipment updates to customers.
• Assist in managing allocation situations, inventory constraints, and delivery exceptions.
• Work cross-functionally to resolve order discrepancies, shipping issues, and supply chain challenges.
• Support continuous improvement initiatives focused on service levels, operational efficiency, and customer experience.

• Maintain accurate customer records, account information, and order documentation within ERP and CRM systems.
• Generate and analyze order reports, shipment status updates, and customer account activity.
• Support sales and operational teams by providing accurate customer and order information.
• Ensure compliance with company policies, pricing structures, and customer service procedures.

• High School Diploma or GED required;
  Associate's Degree preferred.
• 2+ years of customer service, customer care, order management, inside sales support, or account coordination experience within a manufacturing, industrial, building products, distribution, logistics, or supply chain environment.
• Experience supporting B2B customers and managing customer accounts.
• Experience with ERP systems such as Oracle, SAP, JD Edwards, Microsoft Dynamics, or similar platforms.
• Proficiency in Microsoft Office Suite, including Excel, Outlook, and Word.
• Experience processing orders and coordinating with production or operations teams preferred.

• ERP Systems:
  Oracle, SAP, JD Edwards, Microsoft Dynamics, or similar
• CRM Systems:
  Salesforce or equivalent
• Microsoft Office Suite (Excel, Outlook, Word, Teams)
• EDI Order Processing
• Order Management Systems
• Customer Relationship Management
• Production Scheduling & Supply Chain Coordination
• Shipment Tracking & Logistics Support

• Industrial Manufacturing
• Building Products
• Construction Materials
• Engineered Products
• HVAC, Electrical, Mechanical, or General Industrial Products
• Supply Chain, Logistics, or Operations Support

This position is based within a manufacturing environment and may require occasional visits to production areas, warehouses, or distribution facilities. Employees may be exposed to noise, dust, moving mechanical equipment, vibration, and varying temperatures.

• Ability to sit, stand, walk, bend, kneel, and…