Customer Service Representative

Description

The Customer Service Representative (CSR) plays a key role in delivering an exceptional customer experience within a fast-paced metal building insulation manufacturing environment. This position is responsible for providing professional, timely, and accurate support to customers, inside and outside sales representatives, and plant operations. The CSR must become proficient in the company’s ERP system (Microsoft Dynamics 365) and ensure that all customer interactions reflect the company’s commitment to service excellence and operational accuracy.

• Serve as the primary point of contact for customer inquiries, answering all incoming calls in an upbeat, courteous, and professional manner.
• Develop and maintain proficiency in Microsoft Dynamics 365 (D365) to accurately enter, update, and track customer orders, shipments, and related documentation.
• Confirm all customer order shipment details, including date, time, and location, ensuring communication accuracy between the customer, logistics, and the plant.
• Coordinate closely with inside and outside sales teams, as well as the Plant Manager, to ensure orders are processed efficiently and customers are informed throughout the order lifecycle.
• Perform all general office administrative duties, including answering phones, filing, document routing, and maintaining organized office operations.
• Support the sales team by entering quotes, importing data, and assisting with customer inquiries as needed.
• Route order documentation to the warehouse and corporate invoicing department to ensure timely shipment confirmation and billing accuracy.
• Monitor and communicate order status, shipment updates, and delivery confirmations to customers and internal teams.
• Assist with quotation preparation, purchase order placement, and order follow-up to ensure product and process completion accuracy.
• Perform other duties as assigned to support plant and customer service operations.

• Customer Focus:
  Demonstrates a proactive commitment to understanding and meeting customer needs.
• Communication:
  Clearly conveys information in a professional, friendly, and positive manner.
• Accuracy:
  Ensures information entered into D365 and other systems is complete and correct.
• Team
  
  Collaboration:
  
  Works effectively with cross-functional teams to achieve plant and customer objectives.
• Adaptability:
  Adjusts quickly to changes in order volume, priorities, or production schedules.

• High school diploma or equivalent required.
• Minimum of one (1) year of experience in customer service, office administration, or order processing; manufacturing experience preferred.
• Strong oral communication and interpersonal skills with the ability to interact professionally with customers and team members at all levels.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word); experience with ERP systems, particularly Microsoft Dynamics 365, strongly preferred.
• Excellent organizational skills and attention to detail in a fast-paced, multitasking environment.
• Ability to work collaboratively with sales, operations, and management teams to ensure customer satisfaction and accurate order fulfillment.
• Bilingual in Spanish preferred (depending on location).

• This position works primarily in a professional office environment using standard office equipment such as computers, phones, copiers, and filing systems.
• The role requires the ability to sit for extended periods, perform repetitive hand motions while using a computer or phone, and occasionally lift office materials up to 20 pounds.
• Periodic work may be performed in the manufacturing warehouse to coordinate order documentation, confirm shipments, or communicate with production personnel.
• When in the manufacturing area, the CSR must adhere to all required personal protective equipment (PPE) policies, including the use of safety glasses and OSHA-compliant safety-toed footwear.
• The manufacturing environment may expose the employee to moderate noise, fiberglass, dust, and varying temperature conditions.

At The Bay Family of Companies, we believe in taking care of our employees. We offer a comprehensive and competitive benefits package designed to support the health and well-being of our employees & their families.

• Health benefits to include medical, dental and vision insurance. A wellness program with incentives.
• Financial security with a 401(k) with a generous company match, a Health Savings Account option, and life & disability insurance for unexpected events.
• Work-Life balance supported by a generous amount of paid time off and holidays to recharge.
• Additional perks include employee discounts, company events and recognition programs.