Customer Service Rep.

SUMMARY: The Customer Service Representative (CSR) is responsible for providing exceptional service to customers by ensuring accurate order processing, resolving customer inquiries, and maintaining positive relationships. This role focuses on delivering high-quality customer service through effective communication and coordination with various departments to ensure customer satisfaction.

CORE VALUES

All employees are expected to demonstrate the Company’s Core Values through daily actions, decision-making, and interactions:

• Client Oriented – Focus on developing long-term relationships, products, and services that meet client needs.
• Open – Communicate honestly and transparently about capabilities, challenges, and solutions.
• Nimble – Think critically, respond quickly, and adapt effectively to changing priorities and situations.
• Necessary – Recognize that every role contributes to organizational success and take ownership of outcomes.
• Engineering Mindset – Approach challenges by developing practical, thoughtful solutions regardless of role.
• Continuous Improvement – Actively seek opportunities to improve processes, performance, and personal development.
• Teamwork – Collaborate effectively with coworkers, leadership, vendors, and clients to achieve shared goals. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Respond to customer inquiries and resolve issues in a timely and professional manner.
• Provide information about products, services, and order statuses.
• Address any customer concerns and work collaboratively to find solutions that meet their needs.
• Accurately process customer orders, ensuring correct part numbers, pricing, quantities, and ship dates.
• Coordinate with internal teams (purchasing, production, etc.) to ensure timely order fulfillment and meet delivery requirements.
• Follow up with customers to confirm delivery timelines and order status updates.
• Strive to build strong, long-term relationships with customers by providing exceptional service and support.
• Assist in ensuring customer orders meet quality and shipping requirements by following company procedures.
• Maintain accurate records of customer interactions, transactions, and feedback in the company’s ERP.
• Prepare and submit regular reports on customer issues and resolutions, as well as product inquiries.

SKILLS AND ABILITIES:

• Strong customer service orientation with the ability to empathize and resolve customer issues. 
• Excellent written and verbal communication skills. 
• High level of attention to detail and accuracy in order processing. 
• Ability to work effectively both independently and within a team. 
• Problem-solving abilities to address customer issues and provide solutions.

KEY COMPETENCIES:

• Customer/Client Focus
• Accountability and Ownership
• Collaboration and Teamwork
• Adaptability and Agility
• Continuous Improvement Mindset
• Integrity and Transparency
• Solution-Oriented Thinking

EDUCATION AND/OR EXPERIENCE: 

• High school diploma or equivalent required; Associate's degree or higher preferred. 
• 2+ years of customer service experience, preferably in a related field (manufacturing experience preferred). 
• Proficiency in ERP systems and MS Office Suite. 
• Strong organizational skills with the ability to manage multiple tasks and priorities.

OTHER QUALIFICATIONS: 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Stand under 1/3 of the time. Walk under 1/3 of the time. Required to sit for long periods of time. Use hands to finger, handle, or feel 1/3 to 2/3 of the time. Reach with hands and arms 1/3 to 2/3 of the time. Talk or hear 1/3 to 2/3 of the time. Lift up to 20 pounds under 1/3 of the time. The above physical demands include duties such as sitting at workstation using PC, making and receiving phone inquiries, packing files, moving within company to communicate with other departments.

 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Working conditions are normal for an office environment and may require occasional weekend and/or evening work. Moderate noise (examples: business offices with computers and printers, light traffic and visits to factory). Some travel (1-3%) to various training courses may be required during the year.