Customer Service Representative I

SCOPE OF POSITION:

Responsible for delivering exceptional service and maintaining strong professional relationships with customers. Serves as a primary point of contact for scheduling, shipping, and lead time inquiries. Coordinates and processes customer requests, assists with order placement, and provides timely updates on order status. Resolves customer questions and concerns courteously or escalates appropriately. Completes related records, reports, and documentation as directed by the Department Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, including but not necessarily limited to the following:

• Process requests from Sales, Representatives, and Customers, including data entry, order processing, scheduling, and delivery coordination.
• ERP data is accurate and current.
• Maintain strong rapport with customers. Respond to inquiries and concerns regarding order status, follow up on orderrelated inquiries.
• Collaborate with production and other departments to ensure timely deliveries.
• Expedite rush orders, changes, cancellations, and assist in resolving material shortages or delays.
• Ensure customer satisfaction within established processes.
• Process customer change requests per established procedures.
• Review and update backlog orders with current status and required dates.
• Ensure compliance with ISO 9001 quality management system and ISO 14001 environmental management system requirements, including adherence to documented procedures, participation in audits, and continuous improvement initiatives.

KNOWLEDGE/ SKILLS/ EXPERIENCE/ EDUCATION: (Minimum Education and/or Experience required)

• High school graduate with 1 to 3 years related experience and/or training; or equivalent combination of education and experience.
• Strong communication, organizational, and follow up skills.
• Ability to work in a team environment and manage stress effectively.
• Basic ERP and Microsoft Office knowledge.
• Customer focus
• Attention to detail
• Team collaboration
• Time management
• Adaptability

COMPETENCIES:

• Customer focus
• Attention to detail
• Team collaboration
• Time management
• Adaptability