Customer Service Representative

Description

Since 1982, Sigma Engineered Solutions has been on an incredible journey. We started with just one plant in India and have expanded to 13 locations around the world. What began as a cost-effective supplier of low-voltage electrical products has grown into a global solutions provider of highly engineered, complex metal components, including machined parts and precision metal stampings.

At Sigma Engineered Solutions “your success is our mission.” It’s a promise we live by daily and it defines everything we do whether you are a team member or customer. 

The Customer Service Representatives serves as the primary point of contact for assigned customer accounts and is responsible for building strong customer relationships, ensuring effective communication, and supporting customer satisfaction through proactive account management.

This position leads Quarterly Business Reviews (QBRs), monitors customer performance metrics, coordinates customer requirements internally, and acts as the voice of the customer throughout the organization. The Customer Service Representative works closely with Sales, Production, Planning, Engineering, Quality, Procurement, and Shipping to ensure customer requirements are met while supporting operational and financial objectives.

The ideal candidate combines strong customer relationship skills with the ability to analyze data, coordinate cross-functional activities, and drive continuous improvement in customer satisfaction and service performance.

Customer Relationship Management

• Serve as the primary contact for assigned customer accounts.
• Develop and maintain strong customer relationships through regular communication.
• Build customer confidence by providing timely, accurate, and professional support.
• Act as the voice of the customer and communicate customer requirements throughout the organization.
• Maintain a thorough understanding of customer expectations, priorities, and business needs.
• Support customer retention through exceptional service and responsiveness.
• Coordinate customer visits, audits, and meetings as required.

Quarterly Business Reviews (QBRs) & Customer Performance Management

• Lead Quarterly Business Reviews (QBRs) with assigned customers.
• Prepare and present customer performance metrics, including: 
  • On-time delivery
  • Quality performance
  • Customer complaints
  • Inventory performance
  • Forecast accuracy
  • Open corrective actions
• Develop action plans to address customer concerns and improve performance.
• Monitor customer scorecards and performance expectations.
• Identify trends and opportunities for service, quality, and delivery improvements.
• Coordinate follow-up activities resulting from customer business reviews.

Customer Account Management

• Manage customer accounts from order receipt through shipment.
• Review customer demand, forecasts, releases, and order requirements.
• Coordinate order changes, expedite requests, and delivery commitments.
• Ensure customer requirements are communicated effectively to internal teams.
• Maintain customer account records and documentation within ERP systems.
• Monitor account performance and identify risks that could impact customer satisfaction.
• Support new product launches and customer implementation activities.

Production & Supply Chain Coordination

• Collaborate with Production Planning to monitor schedules and customer delivery requirements.
• Work with Procurement, Manufacturing, and Logistics to support customer commitments.
• Proactively communicate potential delays, supply constraints, or capacity concerns.
• Help balance customer demand with manufacturing capabilities.
• Participate in planning discussions regarding customer priorities and requirements.

Customer Issue Resolution

• Investigate and resolve customer concerns related to: 
  • Orders
  • Deliveries
  • Inventory
  • Quality
  • Service
• Coordinate corrective actions with Quality, Manufacturing, Engineering, Planning, and Supply Chain teams.
• Ensure timely communication and follow-up with customers.
• Track recurring issues and identify opportunities for improvement.
• Escalate significant customer concerns to leadership as appropriate.

Business Growth & Customer Support

• Support Sales and leadership teams with customer-related requests and business reviews.
• Identify opportunities to strengthen customer relationships and support future growth.
• Assist with customer quotations, contract reviews, pricing updates, and new business activities.
• Monitor customer trends and communicate opportunities or risks to management.
• Support customer satisfaction initiatives and retention efforts.

Data Analysis & Reporting

• Prepare customer performance reports and business review presentations.
• Monitor key performance indicators including: 
  • On-time delivery
  • Customer complaints
  • Customer scorecard performance
  • Forecast accuracy
  • Inventory performance
  • Order fulfillment
• Analyze customer demand trends and communicate findings to internal stakeholders.
• Support forecasting and business planning activities.
• Provide recommendations to improve customer service performance.

Continuous Improvement

• Participate in continuous improvement initiatives that enhance customer experience and operational performance.
• Recommend improvements to customer communication, account management, and service processes.
• Support company objectives related to quality, delivery, cost, and customer satisfaction.
• Assist with process improvement projects that improve efficiency and responsiveness.

Cross-Functional Collaboration

• Partner with Engineering on new product launches and customer requirements.
• Collaborate with Quality on customer corrective actions and quality concerns.
• Work closely with Production, Planning, Procurement, Shipping, and Sales.
• Support Finance with customer reporting and account-related activities.
• Participate in customer strategy meetings and operational reviews.

Other duties:

• Follow safe work practices and keep the work area clean and organized.
• Perform related duties as assigned.
• Follow documented policies and procedures as designated by the company’s Employee Handbook and Local Work Rules. In addition, adhere to the proper Code of Conduct while on company property.

Requirements

What you will bring to the team: 

• Bachelor's degree in Business Administration, Supply Chain Management, Marketing, Communications, or a related field; or an equivalent combination of education and experience. 
• Minimum of 3-5 years of experience in customer service, customer relationship management, account coordination, supply chain, manufacturing support, or related customer-facing roles.
• Strong customer relationship and communication skills.
• Experience presenting information to customers and leadership teams. 
• Ability to analyze customer requirements and develop solutions. 
• Strong problem-solving and conflict-resolution abilities. 
• Excellent verbal, written, and presentation skills. 
• Strong organizational and time management skills. 
• Ability to manage multiple priorities in a fast-paced manufacturing environment. 
• Proficiency in Microsoft Office applications, including Excel, PowerPoint, Outlook, and Teams. 
• Experience with ERP systems and customer reporting tools. 
• Understanding of manufacturing processes, production planning, and supply chain operations. 
• Ability to build effective working relationships both internally and externally.

Preferred Requirements:

• Experience in a manufacturing environment. 
• Metal stamping, automotive, electrical, industrial manufacturing, or engineered products experience preferred. 
• Experience leading customer meetings, business reviews, or QBRs. 
• Experience with customer scorecards and KPI reporting. 
• Experience with ERP systems such as JDE, SAP, Oracle, Epicor, Plex, or similar platforms.

Travel: as needed

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Additional Information: 

At Sigma Engineered Solutions our vision is to be the global partner of choice by exceeding customer expectations. Our team members are essential to our customers success, and we look for these qualities when adding members to our team:

• are customer focused
• strive for continuous improvement in all they do
• are courageous and have exemplary integrity
• are socially and environmentally responsible
• act with urgency in the best interest of all stakeholders

If you share these qualities and you feel your background is not a perfect fit for a job, we encourage you to apply! Your background may have a telling story that makes you a better fit than you realize. 

We are hard at work to make sure our people are taken care of and our benefits meet their needs. What does this look like?

• Competitive pay
• Health coverage 
• Paid time off allowances
• Employee Assistance Program