Customer Service Representative I Role Purpose The Customer Service Representative serves as the primary point of contact for assigned customer accounts and acts as a key communication link between customers and internal departments. This position is responsible for providing exceptional customer service through accurate and timely order processing, schedule management, issue resolution, and proactive communication. The Customer Service Representative develops and maintains strong customer relationships while supporting sales, supply chain, production, engineering, quality, and operations teams to ensure customer requirements are met and business objectives are achieved. Key Responsibilities Provide exceptional customer service through professional, timely, and accurate responses to customer inquiries, requests, and concerns. Serve as the primary contact for assigned customer accounts and develop effective business relationships with customer purchasing, planning, logistics, and quality personnel. Process customer orders, releases, schedules, forecasts, and inquiries received through EDI, SAP, email, telephone, and direct customer communication. Review, approve, and confirm customer orders within SAP while ensuring order accuracy and compliance with established procedures. Analyze EDI schedules, forecasts, and demand fluctuations and communicate significant changes or discrepancies to Supply Chain and Operations. Monitor customer demand trends and assist in identifying risks and opportunities related to production capacity, inventory levels, and delivery performance. Provide pricing, product availability, lead time, and schedule information within established company guidelines. Track order activity and proactively communicate potential delivery concerns, shortages, quality issues, or production constraints. Coordinate with Supply Chain, Production, Quality, Engineering, Logistics, and Sales to ensure fulfillment of customer requirements. Lead cross-functional efforts to resolve customer concerns related to delivery, quality, engineering changes, pricing, and order management. Expedite orders as required to support customer production requirements. Participate in customer meetings and support discussions related to delivery performance, forecasts, and operational concerns. Escalate significant customer concerns, delivery risks, commercial issues, and service-related matters to appropriate leadership. Maintain accurate customer records, order information, and account documentation. Support continuous improvement initiatives focused on enhancing customer satisfaction, operational efficiency, and process effectiveness. Complete special projects and other duties as assigned by the Customer Service Team Leader or Supply Chain Manager.

Performance Expectations Order Entry Accuracy:

99% or greater Timely Response to Customer Inquiries EDI Schedule Processing Accuracy Customer Issue Resolution Timeliness Customer Satisfaction Delivery Performance Support Effective Cross-Functional Communication Compliance with Company Policies and Procedures Qualifications Associate's Degree in Business, Supply Chain, Operations, or related field preferred; equivalent combination of education and experience will be considered. Minimum of 3-5 years of customer service, customer account management, supply chain, or manufacturing experience preferred. Experience in a manufacturing environment strongly preferred. Experience supporting OEM, Tier 1, agricultural, industrial, or heavy equipment customers preferred. SAP, ERP, and EDI experience preferred. Ability to build and maintain effective customer relationships. Strong problem-solving, organizational, and analytical skills. Professional verbal and written communication skills. Ability to manage multiple priorities in a fast-paced manufacturing environment. Positive attitude with a strong commitment to customer satisfaction. Core Competencies Customer Focus Communication Problem Solving Attention to Detail Teamwork and Collaboration Analytical Thinking Adaptability Time Management Conflict Resolution Accountability Key Internal Relationships Customer Service Team Leader Supply Chain Manager Production Planning Operations Engineering Quality Logistics Sales Key External Relationships Customers Customer Purchasing Teams Customer Planning and Logistics Teams Customer Quality Representatives Direct Reports None Indirect Reports None Leadership Success Profile Team Member Additional Skills Proficient in Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint. Experience with SAP and other ERP systems preferred. Strong computer literacy and ability to learn new business systems. Ability to analyze data and identify trends affecting customer requirements.

FLSA Status Non-Exempt Pay:

From $20.00 per hour

Benefits:

401(k) matching Dental insurance Employee assistance program Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Tuition reimbursement Vision insurance Application Question(s): Will you now or in the future require US VISA Sponsorship?

Work Location:

In person