Customer Service & Inside Sales Representative

• Job Category Customer Service, Inside Sales, Clerical
• Industry Administrative, Manufacturing, Customer Service
• Manage Others No

Description

• Serve as a primary point of contact for routine customer questions and requests, providing timely and professional follow-up.
• Review incoming purchase orders for pricing, quantities, part numbers, delivery requirements, and other order details; elevate discrepancies or exceptions for review.
• Enter and process customer orders, issue order acknowledgements, and confirm acceptance or required changes with customers.
• Monitor open orders, releases, forecasts, and demand changes; identify items requiring internal action or customer communication.
• Provide customers with accurate updates regarding order status, production timing, shipments, and delivery schedules.
• Prepare and distribute open-order reports and review order status, forecasts, and future demand with customers as needed.
• Coordinate customer requirements and open issues with Sales, Production, Shipping, Quality, Accounting, and other internal departments.
• Support release management, shipment scheduling, quantity confirmations, and delivery adjustments.
• Prepare and distribute customer surcharge documentation in accordance with established pricing and internal direction.
• Monitor outstanding quotations and maintain internal quote documentation, review folders, meeting records, and quote status information.
• Maintain accurate customer contacts, part information, pricing, specifications, account history, and completed quote, order, and customer documentation in Hub Spot and internal systems.
• Participate in customer meetings, business reviews, and scheduled account calls as requested.
• Provide customer, order, forecast, pricing, and other relevant account information to internal departments as requested.
• Perform other customer service and administrative duties as assigned.

• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Professional written, phone, and email communication skills.
• Ability to communicate effectively with customers and internal departments across varying levels of technical knowledge.
• Experience in order management, customer service, or manufacturing is preferred.
• Interest in and aptitude for learning manufacturing processes, technical terminology, and product requirements.
• Proficiency with Microsoft Office and the ability to learn CRM, ERP, and other internal systems.
• Ability to work independently.

The Customer Service Representative serves as a key link between Viking Forge customers and internal departments. The position is responsible for routine customer communication, order processing, open-order management, reporting, and coordination of customer requirements. Routine responsibilities are handled independently, while exceptions are escalated to the appropriate manager or department.