CUSTOMER SERVICE REPRESENTATIVE

Overview

The Customer Service Representative plays a vital role in delivering positive, reliable, and professional experiences for our customers. Working within a manufacturing environment, this role supports both external customers and internal teams by providing accurate information, processing orders, and coordinating communication across departments. This position combines customer-facing responsibilities with operational support to ensure smooth workflows and high levels of customer satisfaction.

Key Responsibilities – Provide Professional and Friendly Customer Service

– Engage customers and prospective customers by phone and online using a warm, attentive, and solution-focused approach.

– Provide timely and accurate information related to products, pricing, availability, and delivery.

– Address customer questions or concerns professionally, with a focus on efficient and effective resolution.

– Process customer requests accurately, ensuring a smooth and positive customer experience.

Customer Operations Support

– Set up new customer accounts with accuracy and attention to detail.

– Enter, process, and review customer orders to support accurate and timely fulfillment within the manufacturing workflow.

– Coordinate customer needs internally by communicating clearly with production, planning, and logistics teams.

– Follow up on customer interactions to ensure questions are resolved and expectations are met or exceeded.

– Maintain organized and up-to-date customer files, documentation, and records.

Support Customer Experience and Loyalty

– Accurately document customer interactions, including calls, emails, and follow-ups, in the CRM system.

– Capture relevant customer details that support consistent, high-quality service across interactions.

– Contribute to a team-focused service culture that builds trust, strengthens relationships, and fosters long-term customer loyalty.

Skills and Qualifications

– Experience or exposure to ERP and CRM systems in a customer service setting; manufacturing experience is a strong plus.

– Beginner-level proficiency with Microsoft Outlook, Word, Excel, and Teams.

– Strong verbal and written communication skills with a customer-first mindset.

– Ability to stay organized, prioritize tasks, and manage multiple customer requests simultaneously.

– Positive, solution-oriented attitude and the ability to collaborate effectively across teams and departments.

What Success Looks Like

– Customers feel valued, supported, and well informed throughout every interaction.

– Communication with customers and internal teams is accurate, clear, and timely.

– Orders and customer requests are processed accurately and support efficient manufacturing operations.

– CRM records are complete, organized, and useful for improving service quality and customer satisfaction.

– Customers return not only for our products, but for the consistent, dependable service you provide.

This role offers opportunities to grow product knowledge, system expertise, and cross-functional collaboration within a manufacturing organization.