Customer Service Representative

Robert Half is seeking a Customer Service Representative to join a growing manufacturing organization that values customer satisfaction, operational excellence, and strong cross-functional teamwork. This role serves as the primary point of contact for customers, ensuring accurate order processing, proactive communication, and timely resolution of customer inquiries. The ideal candidate will have experience supporting customers within a manufacturing environment and a strong understanding of order management, lead times, production schedules, and customer account support.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for assigned customer accounts.
• Build and maintain strong relationships with customers through professional, responsive communication.
• Provide timely updates regarding order status, production schedules, shipments, and delivery commitments.
• Manage customer expectations related to lead times, product availability, and expedited requests.
• Coordinate with internal departments to ensure customer requirements are met.
• Monitor customer performance metrics and assist with maintaining customer scorecards and service reports.
• Escalate service, quality, or delivery concerns as needed and help drive resolution.

Order Processing & Coordination

• Enter customer orders accurately into the ERP system.
• Review customer purchase orders to verify product specifications, quantities, pricing, delivery requirements, and contractual terms.
• Confirm order receipt and communicate expected delivery timelines.
• Monitor open orders, backlog reports, and shipment schedules to identify and address potential delays.
• Partner with production, planning, quality, inventory, and shipping teams to prioritize customer requirements and expedite orders when necessary.
• Maintain accurate customer records and documentation.

Returns & Issue Resolution

• Process customer returns, credits, and replacement requests.
• Coordinate with internal departments to investigate product concerns and determine appropriate corrective actions.
• Track return requests through completion and provide regular status updates to customers.
• Ensure all customer issues are documented, resolved promptly, and closed professionally.
• Support continuous improvement initiatives by identifying recurring customer concerns and recommending solutions.

Reporting & Performance Tracking

• Generate customer account reports and service metrics.
• Monitor on-time delivery performance, order accuracy, and customer satisfaction indicators.
• Communicate account status updates and performance trends to management.
• Assist in preparing customer-facing reports and business reviews.

Qualifications

• Minimum of 3 years of customer service, customer support, or account management experience within a manufacturing environment.
• Bachelor's or Associate's degree highly preferred.
• Strong understanding of manufacturing operations, production scheduling, inventory management, and order fulfillment processes.
• Experience processing orders through an ERP system such as SAP, Oracle, Epicor, JD Edwards, or Microsoft Dynamics.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong problem-solving and organizational abilities.
• Proficiency with Microsoft Office, particularly Excel and Outlook.
• Experience working with customer portals and performance scorecards preferred.