About the Company
We are a leading provider of precision machining, sheet-metal fabrication, and stamping services supporting Commercial, Industrial, Medical, Aerospace, and Defense markets. With decades of manufacturing expertise and a strong reputation for quality and responsiveness, we are investing in people, processes, and systems to support significant growth over the next 1–3 years.
Position Summary
The Customer Service Representative (CSR) serves as the primary interface between assigned customer accounts and internal manufacturing operations. This role is responsible for ensuring accurate order execution, proactive customer communication, and strong coordination between Sales, Production, Quality, and Shipping to meet customer requirements and delivery commitments.
The ideal candidate has a background in manufacturing, understands job shops and production environments, and is comfortable managing customer expectations while navigating capacity, schedules, and change.
Key Responsibilities
Customer Engagement & Communication
- Serve as the primary point of contact for assigned key customers.
- Lead regular customer calls and meetings focused on order status, delivery timing, and production updates.
- Proactively communicate schedule changes, risks, and recovery plans.
- Coordinate internally with Production, Operations, Quality, and Shipping to provide accurate and timely information.
- Address customer inquiries, quality concerns, and delivery issues with urgency and professionalism.
- Champion a strong Customer First mindset across the organization.
Order Management
- Ensure accurate order entry and maintenance in the ERP system (pricing, quantities, due dates, routings, and shipping requirements).
- Monitor open orders, backlog, and past-due jobs; escalate risks as needed to Customer Service Manager.
- Partner with Sales to support forecasts, new awards, and customer commitments.
- Follow established communication standards, escalation paths, and customer-facing processes.
Manufacturing Coordination
- Act as the connective tissue between customers and the shop floor.
- Understand manufacturing processes, lead times, constraints, and capacity drivers.
- Support production scheduling discussions by providing customer priorities and delivery requirements.
- Work closely with Quality on corrective actions, RMAs, and customer follow-up.
- Support new program launches and engineering changes from a customer-facing perspective.
Qualifications / Experience
- Experience in a manufacturing environment required; precision machining, fabrication, or job shop experience strongly preferred. An equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities will also be considered.
- Strong understanding of ERP systems and manufacturing workflows, including order processing, scheduling, and production tracking.
- Experience working cross-functionally with Production, Scheduling, Quality, and Shipping teams in a manufacturing environment.
- Excellent communication, organization, and problem-solving skills.
- Ability to discuss and resolve problems and complaints tactfully, courteously and effectively.
- Demonstrated understanding of customer service principles and processes, including maintaining strong customer relationships and ensuring timely, accurate communication.
Data Analysis & Reporting
- Collect, verify, and consolidate data from ERP and SQL-based sources to ensure reporting accuracy.
- Aid in design and generate daily, weekly, and monthly dashboards tracking key performance indicators (Bookings, Shipments, OTIF, GM%, etc.).
- Develop and maintain visual reports and data visualizations for executive review and board presentations.
- Execute data experiments or trend analyses to evaluate process improvements and customer behavior.
- Provide analytical support to cross-functional teams including Sales, Finance, and Operations.
Pay: $23.00 - $28.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
