Customer Service Representative

Job Summary

This position will play a crucial role in ensuring customer satisfaction and fostering positive relationships. CSR's will function as the key contact, administrator, and liaison for a designated group of customers. They will also work with the extended team (Operations, Engineering, Shipping, Quality, etc.) to coordinate complete responses to the customer. This position offers a unique opportunity to be part of a growing and collaborative team within the manufacturing industry.

Duties/Responsibilities

• Provide accurate and timely information regarding product inquiries, order status, and general support.
• Management of all customer communications; follow-up and actions as relevant via email, video calls and or phone.
• Responsible for order entry and management which includes shipment methods, returned goods, credits, and debits.
• Assist customers with general inquiries, troubleshooting, and problem resolution.
• Ability to escalate when needed to ensure the customer's production needs are covered.
• Communicate and coordinate with cross-functional departments as necessary.
• Customer meetings and customer reporting as relevant.
• General Export documentation and Export Trade Compliance knowledge
• Monitor PPAP requests and work with quality to ensure PPAP requirements are fulfilled prior to shipment.
• Maintain detailed and accurate records of customer interactions and transactions.
• Provide regular reports on customer feedback, common issues, and potential improvements to the management team.
  
  

Required Skills/Abilities

• Excellent communication and interpersonal skills.
• Knowledge of ERP systems preferred.
• Proficient in emailing and Microsoft Office.
• High attention to detail is required.
• Ability to multi-task.
• Flexible work schedule to support varying time zones (max 2x per month).
  
  

Education and Experience

• Requires 1 to 3 years of Customer Service experience and/or working product/process knowledge .
• Experience managing time effectively in a fast-paced environment.
• Experience utilizing problem-solving skills and handling difficult situations with professionalism.
• Possesses solid working knowledge of subject matter.
  
  

Physical Requirements

• Ability to sit for prolonged periods of time