Customer Service Representative(Manufacturing)

Position Summary

The Customer Service Coordinator serves as a critical liaison between customers, sales, and operations teams. This individual is the first point of contact for customers and is responsible for delivering a positive and responsive customer experience.

The Customer Service Coordinator manages ongoing relationships with multiple customers and sales teams across one or more plants. The role requires knowledge of customer service, order management, production planning, logistics, and inventory management. The position works under limited supervision on routine responsibilities while independently addressing customer and operational needs.

Key Responsibilities

Customer Service & Account Management

• Serve as the primary point of contact for assigned customers.
• Manage complex customer accounts and items from order entry through fulfillment.
• Process incoming orders, requests, and customer inquiries accurately and efficiently.
• Maintain strong relationships with customers and internal sales teams.
• Communicate proactively with customers regarding orders, inventory, schedules, and potential issues.
• Produce reports and share relevant data with customers.
• Serve as a liaison between customers, sales, credit, and collections teams to ensure responsiveness and customer satisfaction.

Order, Production & Inventory Coordination

• Create and validate new item specifications and projects.
• Schedule customer demand based on machine and production capacity.
• Manage orders to ensure customer delivery requirements are met.
• Proactively track order activity, inventory levels, production schedules, and backlogs.
• Partner with planning, production, and shipping teams to support on-time delivery.
• Coordinate outside purchases for services and materials required for customer projects.
• Build customer specifications and projects and review requirements with production teams to promote efficient production.

Quality & Problem Resolution

• Identify and document customer issues.
• Partner with the Quality Manager to research and troubleshoot quality concerns.
• Gather information needed to resolve routine customer quality issues.
• Identify potential problems and recommend appropriate solutions.
• Suggest alternative products or services when appropriate to meet customer needs.

Collaboration & Team Support

• Collaborate with internal business partners to ensure a positive customer experience.
• Provide guidance and training to junior-level employees.
• Partner with sales, production, planning, shipping, credit, collections, and quality teams.
• Work with plant leadership to support company goals and initiatives.
• Participate in ongoing training and professional development.

Critical Skills & Competencies

• Attention to Detail: Follows established processes and procedures while maintaining a high degree of accuracy.
• Customer Focus: Understands customer needs and works proactively to ensure customer satisfaction.
• Communication: Demonstrates strong verbal and written communication, active listening, and problem-solving skills.
• Collaboration: Works effectively across departments and builds productive relationships based on trust and respect.
• Problem Solving: Identifies and analyzes issues, evaluates available information, develops solutions, and makes recommendations.
• Results Orientation: Demonstrates initiative, curiosity, and a willingness to learn while working toward measurable goals.
• Organization: Effectively plans, prioritizes, and manages multiple responsibilities simultaneously.
• Time Management: Manages competing customer and business demands while meeting deadlines.

Physical & Communication Requirements

• Frequent use of a computer and keyboard, including typing with both hands.
• Ability to communicate verbally throughout the workday, including in a potentially noisy environment.
• Ability to accurately prepare, review, and analyze data and information.
• Ability to work extensively at a computer terminal.
• Ability to quickly interpret and process large amounts of verbal and written information.

Work Environment

• Primarily indoor, climate-controlled work environment.
• Position is frequently sedentary and requires extended periods of sitting or remaining stationary.
• May work in a noisy environment.
• Must follow all applicable workplace safety rules and regulations.