Customer Service Representative (4201)
Customer Service & Order Management Representative
Location: Abbeville, SC
Reports To: General Manager
Position Summary
The Customer Service & Order Management Representative serves as the primary point of contact for Aerofoam USA customers while managing the complete order lifecycle from purchase order receipt through shipment. This role works closely with Sales, Production, Planning, Logistics, Warehousing, and Finance to ensure accurate order entry, proactive customer communication, and on-time delivery. The ideal candidate is highly organized, customer-focused, and thrives in a fast-paced manufacturing environment.
Core Responsibilities & Key Deliverables
1. Customer Relationship Management
- Serve as the primary contact for customer inquiries regarding orders, product availability, pricing, lead times, and shipments.
- Deliver professional, responsive customer service while maintaining high customer satisfaction.
2. Order Processing & SAP Management
- Accurately process customer purchase orders within SAP.
- Validate pricing, product configurations, shipping instructions, and customer requirements while maintaining a high level of order accuracy.
3. Order Fulfillment Coordination
- Partner with Production, Planning, Warehousing, and Logistics to ensure customer orders are produced, picked, and shipped on schedule.
- Proactively identify potential delays and communicate solutions to customers and internal stakeholders.
4. Cross-Functional Communication
- Coordinate daily with Sales, Supply Chain, Manufacturing, and Finance to resolve order issues, inventory constraints, transportation challenges, and customer requests.
- Ensure seamless information flow across departments to support operational excellence.
5. Continuous Improvement & Reporting
- Maintain accurate customer records and order documentation within SAP.
- Support continuous improvement initiatives that enhance customer experience, improve order cycle times, and increase operational efficiency.