Customer Service Representative

Customer Service Representatives provide effective customer service by establishing a working relationship with internal and external customers through various communication channels, including email, telephone, and in-person meetings. Customer Service Reps interact regularly with personnel in Engineering, Manufacturing, Supply Chain, and Quality to obtain and relay information about customer orders, and interact directly with customers to provide information, promptly respond to order inquiries, and resolve disputes as needed. Professionalism and courtesy are paramount to success in this role. Essential Functions
To accomplish this job, an individual must be able to perform each essential function. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions. Answers customer calls; communicates professionally and courteously to convey clear and concise information to customers and coworkers via telephone, email, and in-person Develops professional business relationships with customers; maintains electronic data and comprehensive files regarding customers and orders Processes customer sales orders and change orders; relays customer changes (address, locations, contacts, etc.) to appropriate team members and ensures ERP and/or CRM are updated; ensures sales orders align with committed schedule agreements with customers Utilizes the ERP system to create production orders to meet customer due dates; expedites deliveries per customer request Prepares invoicing and shipping documentation Tracks open purchase orders (daily) and routinely tracks delivery and other KPI metrics Performs incidental duties as required Regular attendance on-site at the workplace is required Required Education and Work Experience A high school diploma or GED equivalent is required An associate or bachelor's degree in business administration, management, or similar is preferred A minimum of 1 (1) year's customer service experience is required; experience in business-to-business support is preferred Experience in the manufacturing industry is preferred; experience in the aerospace industry is advantageous Other Required Skills and Abilities Friendly and professional verbal and written communication skills (English) are essential Proficiency in Microsoft applications including Outlook, Teams, SharePoint, and advanced intermediate skills using Excel, PowerPoint, and Word ERP Experience is preferred; Infor Visual experience is advantageous Demonstrated analytical, problem-solving, and critical thinking abilities to handle unexpected challenges and make decisions appropriately Communication skills to effectively and professionally exchange and present information (English) Commitment to maintain confidentiality, securing company records, and demonstrating discretion and integrity in communications and actions Self-management skills, including initiative, efficiency, sense of urgency, ability to adapt and respond to unexpected circumstances, and ability to juggle multiple projects, competing priorities, and meet concurrent deadlines Proficiency in Microsoft Office applications, including Outlook, Teams, SharePoint, and advanced intermediate skills using Excel, PowerPoint, and Word Physical Demands and Work Environment
To perform the essential functions of the role, employees must be able to perform the following activities with or without reasonable accommodation: Sit for prolonged periods at a desk while working on a computer Regularly stand and walk throughout the facility Regularly lift, carry (short distances), and push/pull up to 50 pounds Occasionally climb steps or stairs Occasionally bend, crawl, stoop, squat, or kneel Constantly communicate verbally and in writing (English) using a phone, texts, or other messaging, and email Use hands and fingers to operate computer keyboards, mouse, or other peripherals The normal work environment is a typical office setting; however, occasional visits to the warehouse/manufacturing environment will be required, where the employee may be exposed to excessive noise, dust, fumes, vapors, and hazards, including forklifts and other moving equipment. The use of PPE, including hearing protection, eye protection, and safety footwear may be required during these visits.