Customer Service Representative

Job Overview:

The Customer Service Representative will be responsible for receiving and confirming incoming purchase orders from customers, communicating the status of orders to customers, coordinating with the production team to ensure our target dates are met, and ensuring timely delivery of finished products to customers.

Duties and Responsibilities

• Communicate with customers through various channels. 
• Process orders, requests, inquiries and complaints from the customer promptly. 
• Work with customers to correct errors/pricing discrepancy on purchase orders. 
• Confirm orders once availability has been confirmed. 
• Send confirmation of Order Acknowledgement/Invoice and Bill of Lading directly to the customers designated point of contact. 
• Provide professional customer support by answering customers’ inquiries.
• Work closely and directly with the shipping supervisor to confirm customer parts are being staged for shipment. 
• Invoice picking tickets from the shipping department after each shipment. 
• Participate in internal and external scheduled meetings to provide action plans, order status, and shipping schedule. 
• Run EDI for all incoming purchase orders and outgoing invoices to ensure orders are processed and invoices will be paid. 
• Investigate debits issued by the customer for potential non-compliant actions and dispute for a reversal when unjustified.  
• Issue credit to the customer for RMA’s, administrative fees, or debits. 
• Maintain once a week an open order report and confirm with colleagues on time shipments. 
• Receive into Syspro incoming packing slip receipts for purchased parts to ensure inventory accuracy. 
• Work with purchasing on any receiving issues for a prompt resolution. 
• Scan received packing slips into Docuware for proper record keeping and for Easy Access to view for payment to be issued. 
• Communicate and coordinate with colleagues and production as necessary for the handling of spontaneous changes. 
• Scan to Docuware all records of customer interactions for each specific order placed by the customer daily. 
• Work with customers to coordinate new part set up. 
• Create customer matrix spreadsheets in Excel to maintain fresh visibility of requirements that can easily be shared with an internal group or the customer. 
• Answer incoming switchboard calls. 
• Complete internal quality audits annually to help identify non-compliance objectives so that improvement can be facilitated by the Quality Manager.
• Follow all company policies.
• Other duties as assigned.

Knowledge, Skills and Abilities

• Strong interpersonal communication skills.  Professional attitude in office environment.
• Great customer service skills.
• Problem solving skills.
• Possess strong computer skills, preferably Microsoft products.
• Excellent communication skills (written and verbal) interpersonal and organizational

• Knowledge of programs such as Syspro, Microsoft Word and Microsoft Excel.

Education and Experience

•  High School Diploma/GED required.
• 3 years of customer service experience preferred
• Manufacturing experience a plus

Working Conditions

Working conditions are normal for an office and plant environment. 

Physical Requirements

While performing the duties of this position, the employee is regularly required to sit, stand; use hands to finger, handle, or feel; and reach with hands and arms.  The employee regularly is required to walk, climb, or balance, and talk and hear.  The employee is occasionally required to lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, peripheral vision, and depth perception.  Must be able to operate basic office equipment (i.e., copier, computer keyboard, mouse and other computer technology required for job duties.