Customer Service Specialist

Customer Service / Front Office Representative Department:
Customer Service / Administration

Reports To:

Office/Operations Manager Industry: Manufacturing

Employment Type:

Full-Time Position Summary The Customer Service / Front Office Representative is responsible for providing excellent customer service while supporting the day-to-day administrative and production activities of the company. This position will receive and process customer orders, enter order information into company systems, prepare and print documents for production and shipping, communicate with customers and internal departments, and perform a variety of general office duties.

The ideal candidate is organized, detail-oriented, dependable, comfortable working in a manufacturing environment, and able to manage multiple priorities while maintaining accurate records.

Essential Duties and Responsibilities Receive customer orders by phone, email, and other communication methods.

Enter customer orders accurately into the company's computer system.

Review orders for accuracy, including product specifications, quantities, pricing, delivery requirements, and customer information.

Communicate with customers regarding orders, delivery schedules, product information, and order status.

Coordinate customer requirements with Production, Shipping, Sales, and Management.

Prepare, print, and distribute work orders, production documents, shipping documents, labels, packing lists, and other paperwork required by production and shipping.

Maintain accurate customer and order records.

Track orders through the production and shipping process and communicate updates as needed.

Assist with scheduling and coordinating customer deliveries.

Prepare reports, spreadsheets, correspondence, and other office documents.

Use Microsoft Excel for data entry, spreadsheets, reports, tracking, and basic calculations.

Use Microsoft Word, Outlook, and other company software and computer systems.

Answer and direct telephone calls and respond to general customer inquiries.

Greet customers, vendors, drivers, and visitors in a professional manner.

File, scan, copy, and maintain company records.

Assist with invoicing, purchase orders, accounts receivable/payable paperwork, and other administrative functions as assigned.

Assist management and other departments with special projects and administrative tasks.

Maintain confidentiality of customer and company information.

Follow company policies and procedures and maintain a professional, organized front office.

Perform other duties as assigned.

Required

Skills and Qualifications High school diploma or equivalent preferred.

Previous customer service, office administration, order entry, manufacturing office, or related experience preferred.

Strong computer skills and ability to learn new software.

Proficiency with Microsoft Excel and Microsoft Office.

Strong attention to detail and accuracy.

Excellent verbal and written communication skills.

Ability to communicate professionally with customers, employees, vendors, and management.

Strong organizational and time-management skills.

Ability to prioritize multiple tasks and meet deadlines.

Ability to work independently while also functioning effectively as part of a team.

Ability to work in a fast-paced manufacturing environment.

Professional telephone and email etiquette.

Preferred Qualifications Experience working in a manufacturing or industrial environment.

Experience with customer order entry or ERP/manufacturing software.

Experience preparing production or shipping paperwork.

Familiarity with inventory, scheduling, shipping, or production processes.

Experience using Excel spreadsheets for order tracking and reporting.

Physical and Work Requirements Primarily office/front-office work within a manufacturing facility.

Ability to sit, stand, walk, and move throughout the facility as needed.

Occasional walking into production and shipping areas.

Must follow all applicable company safety requirements and wear required personal protective equipment when entering designated production areas.

Key Performance Expectations The successful employee will demonstrate:

Accuracy:
Orders and production/shipping documents are completed correctly.

Customer Service:
Customers receive timely, professional, and helpful communication.

Organization:
Orders, paperwork, and records are maintained in an orderly manner.

Communication:
Information is communicated accurately between customers, production, shipping, sales, and management.

Reliability:
Deadlines and customer commitments are consistently met.

Teamwork:
Works cooperatively with all departments to keep orders moving efficiently.

This job description is intended to describe the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications required. Duties may be modified or assigned as business needs change.
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