Customer Service Representative

Job Title: Customer Service Representative Job Description The Customer Service Representative serves as the primary contact for assigned accounts, ensuring accurate order processing, proactive communication, and seamless coordination across planning, production, logistics, sales, finance, and quality. This role manages the full order lifecycle—from receipt and confirmation through delivery and follow-up—while maintaining key systems, resolving customer issues, and supporting continuous improvement in customer service processes.

Responsibilities Act as the primary contact for assigned customer accounts, managing day-to-day communication and service needs. Receive, review, and confirm customer orders, including researching material availability, verifying price records, and determining appropriate shipping methods. Monitor incoming customer orders and forecasted demand, and compare this with production availability to ensure timely order fulfillment.

Work closely with planning, production, and logistics teams to ensure material is produced or available in stock to meet customer due dates. Maintain ongoing communication with customers regarding demand and order status to ensure proper material planning. Communicate priority customer orders and material needs to the planning department to support accurate scheduling. Collaborate with the supply chain team to review order status, coordinate changes, and obtain accurate shipment information.

Provide customers with routine updates about changes in supply and delivery timelines, ensuring transparency and reliability. Prepare and deliver order-related documentation such as invoices, certificates of analysis, and other required documents. Enter customer complaints into the appropriate systems and provide timely follow-up, either formally or informally, as required. Partner with Sales and Quality Management to communicate effectively about customer issues and resolutions.

Maintain and update systems in Lotus Notes and SAP, including new business, lost business, first-time production, and designated SAP master data. Investigate and resolve SAP error messages and recommend system changes where applicable to increase efficiency. Assist in training other team members by supporting procedure documentation and developing customer profiles. Provide backup support to assigned Customer Service Representatives and other team members as needed to ensure continuity of service.

Work with the credit department to research and provide necessary information to complete credits, debits, and special billing in a timely manner. Use independent judgment and discretion to manage daily customer service activities and make decisions that best serve customer accounts. Provide proactive communication regarding account activity to the Sales Team, Finance, and the broader supply chain.

Effectively multitask and manage multiple projects and priorities in a fast-paced environment while maintaining high accuracy and follow-through. Essential Skills 1 to 3 years of experience in a customer service role within a manufacturing environment. Ability to independently perform daily activities within customer service to ensure order fulfillment and high service levels. Demonstrated experience in customer service, customer support, and data entry.

Proven ability to communicate effectively with internal and external customers in both written and verbal form. Strong organizational skills with the ability to follow through on multiple projects simultaneously. Ability to effectively multitask and prioritize work under pressure in a fast-paced environment. Working knowledge of SAP systems for order processing and master data management. Experience with computer-based order processing and MRP (Material Requirements Planning) systems.

Proficient PC skills, including Lotus Notes, Microsoft Word, Excel, PowerPoint, and Access. Ability to use independent judgment and discretion, applying technical and professional knowledge to manage