POSITION OBJECTIVE:

The Customer Service Representative provides a consistent, high-quality customer experience and serves as the critical link between customers, sales, operations, and internal support teams. This individual is responsible for managing customer relationships, processing orders, coordinating projects, and ensuring timely communication throughout the order lifecycle. The CSR acts as a trusted partner to both internal and external stakeholders, helping to drive customer satisfaction, operational efficiency, and long-term business growth.

Key Responsibilities

Customer & Account Management

· Serve as the primary point of contact for assigned customer accounts and maintain strong customer relationships.

· Partner closely with sales, operations, purchasing, and production teams to ensure customer needs are met.

· Respond promptly to customer inquiries, concerns, and requests while delivering exceptional service.

· Resolve customer issues and proactively communicate updates and solutions.

Order Management & Project Coordination

· Process customer orders, change requests, and related documentation accurately and efficiently.

· Generate quotations and pricing information within established timelines.

· Monitor production schedules and coordinate with internal teams to ensure on-time delivery.

· Track shipments and communicate order status updates to customers.

Inventory Management & Reporting

· Assist with inventory management activities, including order tracking and inventory reconciliation as needed.

· Maintain accurate customer records, order information, and supporting documentation.

· Generate reports related to customer activity, inventory, projects, and account performance.

· Review purchase orders for accuracy, including pricing, specifications, and delivery requirements.

Administrative & Systems Support

· Utilize ERP systems, Microsoft Office Suite, and other business tools to support daily operations.

· Maintain organized files and documentation to support customer and operational needs.

· Assist with special projects and continuous improvement initiatives as assigned.

Qualifications

· 3+ years of customer service, account management, inside sales support, or order management experience.

· Experience working in a B2B environment (Manufacturing, Packaging, Distribution, etc. preferred)

· Strong communication and relationship-building skills.

· Excellent organizational, multitasking, and problem-solving abilities.

· Ability to work effectively in a fast-paced manufacturing, packaging, distribution, or industrial environment.

· Proficiency with Microsoft Office Suite, including Excel, Word, and Outlook.

· Experience working with ERP systems and order management processes preferred.

· Strong attention to detail and ability to manage multiple priorities simultaneously.

Qualifications

The final base pay offered to the successful candidate will be determined by factors such as work location, job-related skills, qualifications, experience, responsibilities, and relevant education and training. In addition to our compensation, we offer a comprehensive benefits package including the following:

• Bonus based on company performance
• Medical, dental, and vision insurance
• 401(k) retirement savings plan with company match
• Paid time off (including vacation, company holidays, and parental leave)
• Employee Assistance Program (EAP)
• Other benefits such as life insurance, disability coverage, and wellness programs