Customer Service Representative - Manufacturing

Customer Service Representative

The Customer Service Representative is responsible for managing customer orders and communications throughout the order-to-cash cycle. This role ensures accurate order entry, monitors production schedules and lead times, and coordinates with internal departments including sales, production planning, logistics, and accounting to ensure on-time delivery and customer satisfaction. The position serves as the primary point of contact for customers regarding orders, product availability, and delivery status.

Key Responsibilities

• Serve as the main contact for customer inquiries via phone, email, and online systems.
• Process customer purchase orders and enter them accurately into the ERP system.
• Confirm order details including pricing, quantities, delivery dates, and shipping instructions.
• Coordinate with production and scheduling teams to confirm product availability and manufacturing lead times.
• Provide customers with order status updates, shipment tracking, and delivery confirmations.
• Address and resolve customer concerns, complaints, or discrepancies in a timely manner.
• Process order changes, returns, and credits as needed.
• Maintain accurate customer records, order details, and documentation.
• Support the sales team with quotes, order information, and customer communications.
• Work with logistics and shipping teams to coordinate deliveries and resolve transportation issues.
• Monitor open orders and proactively communicate potential delays or issues.
• Work cross-functionally with production, quality, logistics, and accounting teams to resolve issues quickly.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• 2+ years of customer service or order management experience, preferably in a manufacturing or industrial environment.
• Proficiency in Microsoft Office Suite, especially Excel.
• Experience with ERP systems (such as Oracle or similar) preferred.
• Understanding of manufacturing processes, production scheduling, and lead time management is preferred.
• Strong communication and problem-solving skills.
• Excellent attention to detail and organizational abilities.
• Ability to manage multiple orders and priorities in a fast-paced environment.

Skills and Competencies

• Customer-focused mindset with proactive communication
• Strong coordination and follow-through
• Capable of managing priorities independently
• Ability to coordinate across production, logistics, and sales teams
• Problem resolution and conflict management
• Comfortable with digital collaboration

Working Conditions

• Office environment within a manufacturing facility.
• Regular communication with production, logistics, and sales teams.
• Standard business hours with occasional need for schedule flexibility depending on customer needs.