Customer Service Representative

The Customer Service Representative (CSR) is responsible for managing customer orders from entry through delivery, ensuring accurate processing, proactive communication, and timely issue resolution. The CSR serves as the primary point of contact for customers and plays a key role in delivering a high-quality customer experience by coordinating effectively across Sales, Planning, Procurement, Operations, Shipping, and Finance.

What You’ll Do

Order Management & Customer Communication

Own customer orders from entry through delivery, including issue resolution and escalation
Enter and manage orders in ERP, ensuring accuracy of part numbers, quantities, pricing, and delivery requirements
Proactively communicate order confirmations, changes, delays, and delivery updates to customers
Serve as the primary point of contact for all order-related customer inquiries
Ensure a high-quality customer experience through reliability, responsiveness, and ownership

Order Follow-up & Coordination

Proactively track order status and communicate updates on availability, lead times, backorders, and shipment dates
Coordinate with Planning, Procurement, and Operations to obtain accurate and timely order status information
Identify, escalate, and communicate delivery risks in a timely manner
Participate in cross-functional alignment to stay ahead of potential delivery issues
Build strong working relationships across functions to ensure alignment on customer commitments

Logistics Coordination

Ensure customer routing instructions are captured and applied correctly
Coordinate shipment-related requirements with Shipping/Logistics teams
Coordinate and communicate expedited shipment requests in alignment with business priorities

Credit & Billing Coordination

Coordinate with Finance on credit holds, prepayments, and invoicing discrepancies
Support timely resolution of billing and payment-related issues

Returns & Issue Resolution

Manage return material authorizations (RMAs) and customer complaints
Coordinate with Quality and Operations to resolve issues and provide timely feedback to customers
Take ownership of issues end-to-end and ensure resolution, even when cross-functional coordination is required

Data & Process Discipline

Maintain accurate customer and order data in ERP/CRM systems
Follow established processes to ensure data accuracy and compliance with KPIs

Prioritization & Decision Making

Prioritize customer requests and orders based on business impact and urgency
Make informed decisions on escalations and communication in alignment with business priorities

Continuous Improvement

Support improvements in order-to-cash processes, communication flow, and overall customer experience

What You’ll Bring

1–3 years of experience in customer service, order management, or similar role in manufacturing or distribution
Experience with ERP systems and order entry processes
Strong written and verbal communication skills
Strong attention to detail and organizational skills
Ability to work independently and cross-functionally in a fast-paced environment
Ability to manage ambiguity and adapt in an evolving operational environment

What We Value

Experience in electronics, industrial manufacturing, or distribution
Familiarity with technical products and documentation (basic level)
Experience in high-volume operational environments

Success Measures

High order accuracy
Proactive and timely customer communication
Effective and timely issue resolution
Contribution to on-time delivery and overall customer satisfaction
Reduction in order-related escalations