Customer Service Representative

Customer Service Representative

Department: Customer Service & Order Entry Job Status: Full-Time

FLSA Status: Non-Exempt Reports To: Branch Manager

Work Schedule: Monday-Friday 8 am – 4:30 pm

Position Summary

The Customer Service Representative serves as a key point of contact for customers, supporting the full lifecycle of orders from receipt through shipment and post-delivery follow-up. This role includes a combination of customer interaction and administrative/order processing responsibilities. This role is critical to delivering high-quality customer experience in a manufacturing environment, ensuring accuracy, responsiveness, and proactive communication at every stage.

Key Responsibilities

• Act as a customer contact for all order-related inquiries, updates, and issue resolutions
• Proactively communicate order status, delays, and solutions
• Respond to customer inquiries via phone, email, EDI systems, and customer portals
• Partner with customers to understand requirements, specifications, and expectations
• Manage the entire order process from receipt to shipment and follow-up
• Review and validate customer purchase orders for accuracy and feasibility
• Enter and maintain orders in ERP systems (AS400 or similar)
• Coordinate order changes, revisions, and cancellations
• Monitor open orders and ensure timely fulfillment
• Process and manage EDI transactions including order receipt, acknowledgements, and updates
• Navigate and maintain customer-specific portals for order entry, updates, and tracking
• Ensure data accuracy and timely updates across all systems
• Troubleshoot discrepancies between customer systems and internal systems
• Work closely with Production, Quality, Purchasing, and Sales to ensure orders meet customer requirements
• Communicate priorities, expedite requests, and resolve production or delivery issues
• Coordinate tooling requirements and special customer specifications
• Support continuous improvement efforts throughout the department and the organization
• Prepare and provide pricing, quotes, and lead times
• Develop a working knowledge of rubber die cutting products, materials, and processes
• Invoice completed orders and reconcile billing accuracy
• Maintain organized records of customer orders, correspondence, and documentation
• Provide backup support within the customer service team