Customer Service Representative

Customer Relationship Management

- Serve as the primary contact for assigned customer accounts.

- Develop and maintain strong, professional customer relationships.

- Understand customer ordering practices, product requirements, inventory needs, and delivery expectations.

- Respond promptly to customer inquiries, requests, and concerns while ensuring timely resolution.

Order Entry & Fulfillment Coordination

- Process and manage customer orders, changes, cancellations, sample requests, expedited orders, diversions, and special requests.

- Review orders for inventory availability, pricing, production schedules, credit status, transportation requirements, and quality considerations.

- Coordinate with internal departments to ensure timely and accurate order fulfillment.

Internal & External Coordination

- Collaborate with Sales, Product Management, Credit, Logistics, Shipping, Quality, Manufacturing, Planning, and other departments.

- Ensure customer requirements and business commitments are communicated accurately and promptly.

- Facilitate effective cross-functional communication to support customer success.

Proactive Customer Communication

- Keep customers informed of any issues that may impact shipments, inventory, costs, or service commitments.

- Communicate delays, shortages, manufacturing impacts, pricing changes, and supply chain disruptions.

- Provide updates on revised shipment schedules, potential solutions, and resolution plans.

- Maintain communication through final issue resolution.

Problem Solving & Continuous Improvement

- Investigate and resolve customer service, inventory, order, production, and transportation issues.

- Analyze information to identify root causes and recommend corrective actions.

- Escalate issues when additional resources or approvals are needed.

- Identify and support process improvement opportunities that enhance customer experience and operational efficiency.

Inventory & Supply Management

- Monitor customer-owned, consignment, VMI, and terminal inventory levels as applicable.

- Coordinate replenishment activities and inventory transfers.

- Work closely with Planning to maintain appropriate inventory levels and reduce supply risk.

- Review aged inventory and take action consistent with company policies and customer agreements.

End-to-End Customer Ownership

- Take ownership of customer issues from identification through final resolution.

- Ensure consistent follow-up with customers and internal stakeholders.

- Exercise sound judgment while balancing customer needs with operational requirements.

- Maintain a strong focus on customer satisfaction, accountability, and service excellence.

Qualifications
Education & Experience

- Associate's degree or Bachelor's degree preferred.

- 4-6+ years of customer service, order management, manufacturing, supply chain, or related experience preferred.

- Experience supporting customers in a manufacturing environment is a plus.

Technical Skills

- Proficiency with:

- Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft Teams, Microsoft Power BI

- Ability to learn and effectively utilize ERP, CRM, inventory management, and order management systems. (Conexiom a plus)

Required Competencies

- Strong organizational and multitasking skills.

- Excellent attention to detail and accuracy.

- Strong analytical, problem-solving, and decision-making abilities.

- Outstanding written and verbal communication skills.

- Ability to work effectively in a fast-paced, cross-functional environment.

- Customer-focused mindset with a strong sense of urgency and accountability.

- Proven ability to manage multiple priorities while meeting deadlines.

Additional Requirements
- Occasional travel may be required for customer visits, training, meetings, and business support activities.

Originally posted on Himalayas