The Customer Service Representative serves as a key point of contact between customers and internal manufacturing operations. This role is responsible for managing customer inquiries, coordinating order fulfillment, and ensuring accurate communication regarding production schedules, order status, and delivery expectations. The CSR plays a critical role in maintaining customer satisfaction while supporting operational efficiency in a manufacturing environment.
Serve as primary contact for key customers, understanding when to escalate complex service issues
Process, confirm and manage customer orders from ERP system entry through shipment, ensuring accuracy and timeliness
Review customer requirements, specifications, and documentation for accuracy and compliance
Coordinate closely with Production, Scheduling, Shipping, Quality, Engineering and Sales teams to communicate order status, product changes and resolve order issues
Monitor open orders, back orders, and delivery commitments to ensure customer expectations are met
Communicate production delays, shortages, or quality concerns to the customer proactively and professionally
Maintain accurate records in ERP system and customer record management systems
Identify trends or recurring issues and recommend process improvements
Adhere to company policies, procedures, and confidentiality requirements
Perform other related duties as assigned
