Serve as the primary point of contact for assigned customers, supporting their day-to-day needs and inquiries.
Build and maintain strong customer relationships through responsive, professional, and proactive communication.
Demonstrate attentive listening skills to accurately understand customer requirements and concerns.
Provide timely updates regarding order status, delivery schedules, product availability, and issue resolution.
Support Key Account Managers (KAMs) with customer communications and account management activities. Order Management & Fulfillment
Review incoming customer orders for accuracy, completeness, and clarification of requirements.
Process customer orders within SAP-SD and ensure accurate order entry and maintenance.
Manage order fulfillment activities, including lead-time evaluation and customer delivery commitments.
Coordinate with production planning, scheduling, and operations teams to determine part scheduling and order priorities.
Monitor open orders and customer web portals to ensure current requirements and requests are met.
Follow established dunning procedures for overdue customer responses, approvals, or outstanding issues.
Provide backup support for other Customer Service Representatives as needed. Customer Account Coordination
Act as liaison between customers, KAMs, production, logistics, quality, and service center operations.
Coordinate customer requirements with internal departments to ensure successful order execution.
Collaborate with the Service Center to ensure proper billing and customer account accuracy.
Maintain current customer contact information, documentation, and account records.
Manage advanced customer pricing structures as directed by Key Account Managers and ensure proper SAP maintenance. Quality & Compliant Resolution
Assist customers with complaint investigation and resolution activities.
Support quality claim management processes and customer corrective action activities.
Participate in root cause investigations involving customer quality concerns.
Maintain knowledge of quality requirements, certifications, and customer-specific standards.
Support Return Material Authorization (RMA) processes and ensure timely resolution of returns and claims. Product & Technical Support
Review customer part revision levels and ensure alignment with manufacturing and engineering requirements.
Maintain a working knowledge of company products, manufacturing capabilities, and customer applications.
Obtain and communicate technical information necessary to support customer requirements. Continuous Improvement & Process Management
Support activities related to Supply Chain Management (SCM), Product Development Process (PDP), and customer quality claims.
Develop, document, update, and maintain customer service procedures and work instructions.
Identify process improvements that enhance customer satisfaction, efficiency, and order accuracy.
Participate in continuous improvement activities focused on service, delivery, quality, and operational performance. Administrative Responsibilities
Develop and maintain organized filing systems and record retention processes.
Ensure customer documentation, procedures, and records remain accurate and current.
Generate reports and maintain customer-related metrics as required.
Monitor customer open-order reports and portal requirements to ensure compliance with customer expectations. Core Compentencies
Customer Focus
Consistently meets customer needs while building long-term relationships.
Communication
Delivers clear, professional, and timely information to customers and internal teams.
Attention to Detail
Ensures order accuracy, proper documentation, and minimal errors.
Problem Solving
Resolves customer concerns, scheduling challenges, and quality issues effectively.
Time & Priority Management
Balances multiple customer requests, deadlines, and operational priorities in a fast-paced manufacturing environment. Physical Requirements
Ability to sit for extended periods while performing computer and telephone work.
Frequent use of computers, keyboards, and other office equipment.
Ability to communicate effectively in person, by phone, and electronically.
Occasional walking within manufacturing and warehouse environments.
Ability to move throughout office and production areas safely.
Occasionally lift and carry up to 20 pounds. Qualifications
Associate degree in Business, Supply Chain, Operations, or a Minimum 3 years of customer service, customer account management, order management, supply chain, manufacturing administration, or related experience.
5+ years of manufacturing customer service experience strongly preferred for advanced order management responsibilities.
Experience working in a manufacturing environment preferred.
Experience with customer web portals and electronic order management systems preferred. Technical Skills
Proficiency with SAP.
Strong Microsoft Office skills, including Excel, Word, Outlook, and Teams.
Experience maintaining customer records, pricing structures, and reporting systems.
Familiarity with RMA processes, complaint management, and quality systems preferred.

Join us in delivering outstanding customer experiences! Your enthusiasm for client relationship management combined with your technical expertise will help us elevate our manufacturing services to new heights. We value proactive problem-solvers who thrive on collaboration and are committed to continuous improvement—ready to make a meaningful impact? !

Pay:

$46,000.00

$50,000.

00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

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