Customer Service Representative- Contract Manufacturing

Position Summary:

Coordinate customer product inquiries concerning past, current or prospective orders. Directly handle the day-to-day needs of existing customers for house accounts and outside sales reps. Use knowledge of capabilities, processes and materials application for customer/salesperson input and guidance. Assist outside sales reps with customer leads and make recommendations to salespeople and customers for improvements in products.

Essential Functions:

Customer Inquiries & Follow-Up

Request for Quote (RFQ) Management

• Accurately complete and submit RFQs in a timely manner, ensuring all customer specifications are clearly understood and addressed.
• Collaborate with estimating and production teams to validate pricing and feasibility before sending quotes/estimates.
• Follow up on outstanding RFQs to maintain momentum and demonstrate responsiveness.

Complaint Resolution

• Serve as the primary point of contact for customer complaints, ensuring prompt acknowledgment and resolution.
• Document all complaints thoroughly and escalate issues when necessary to appropriate departments.
• Track complaint trends and contribute to root cause analysis and corrective action planning.

New Customer Onboarding

• Collect and verify all required customer information for accounting and system setup.
• Guide new customers through the onboarding process, including product education, sample coordination, and order placement.
• Establish strong initial relationships by setting clear expectations and providing proactive support

Order Entry & Management

• Accurately enter customer purchase orders into the ERP system, ensuring alignment with customer specifications, pricing, and agreed terms from estimate.
• Verify part numbers, revisions, quantities, and shipping requirements before order entry.
• Collaborate with production, planning & scheduling, and supply chain to confirm material availability and lead times.
• Monitor order status and proactively communicate updates or delays to customers.
• Maintain a high level of accuracy in all order documentation to minimize errors and support smooth production flow.

Engineering Change Orders (ECOs)

• Act as a key contributor in the ECO process by gathering and validating all required information from customers and internal teams.
• Initiate ECOs when appropriate and ensure all necessary details are documented for accuracy and completeness.
• Support creation or revision of parts, Bill of Materials (BOMs), drawings, and routings by providing accurate inputs and coordinating with cross-functional teams.
• Collaborate with Engineering, Supply Chain, and Production Scheduling to ensure materials, tools, and capacity are aligned with revised requirements.
• Track ECO status in the ERP and proactively communicate updates to both customers and internal stakeholders.

General Follow-Up

• Monitor the status of open inquiries and ensure timely updates are communicated to customers.
• Maintain organized records of all customer interactions to support continuity and personalized service.
• Use ERP tools to track and manage follow-ups, ensuring no customer concern is overlooked.

Continuous Improvement

• Proactively identify inefficiencies in customer service workflows and propose actionable solutions.
• Regularly engage with ERP and internal systems to uncover opportunities for automation and process optimization.
• Participate in cross-functional improvement initiatives, contributing insights from customer interactions.
• Track and report recurring customer issues to inform product or service enhancements.
• Stay current with system updates and new tools to improve responsiveness and accuracy.
• Commit to continuous learning and mastery of ERP and other internal systems to identify opportunities for process streamlining and operational efficiency.

Business Development Collaboration

• Partner closely with Business Development Managers (BDMs), treating them with the same responsiveness and care as external customers.
• Act as the internal champion for BDMs by leveraging access to departments and resources across Tapecon to support customer initiatives.
• Collaborate with BDMs to clearly define and align ownership of customer communications and follow-ups, ensuring mutual accountability and seamless execution.
• Proactively communicate updates, concerns, and opportunities to BDMs to support strategic growth and customer satisfaction.
• Facilitate smooth handoffs and collaboration between BDMs and internal teams, ensuring alignment on customer needs and expectations.