Customer Service Representative

We are looking for a Customer Service Representative to join a metal fabrication organization in Charlotte, North Carolina in a contract-to-permanent capacity. This role is centered on delivering a high standard of support throughout the full customer order cycle, from initial order intake through shipment communication and invoice follow-up. The ideal candidate brings strong communication, careful attention to detail, and the ability to coordinate effectively with internal teams to keep customer needs on track.

Responsibilities:

• Process customer purchase orders accurately, verify key details, and enter updates into the company system while confirming timelines and order status information.
• Monitor incoming electronic orders, revisions, and customer requests submitted through portals, spreadsheets, and other channels, ensuring records remain current and complete.
• Partner with customers to share shipment schedules, explain delays, and gather any missing information needed to move orders forward.
• Work with the Accounts Receivable team to investigate billing questions and help resolve invoice-related concerns promptly.
• Serve as a primary point of contact for customers regarding product or delivery issues, providing timely follow-up and practical solutions.
• Assess order urgency, material availability, and potential shortages to help establish priorities and communicate critical needs to production, scheduling, and shipping teams.
• Identify transportation or delivery challenges, address service concerns, and discuss premium freight implications with customers when expedited arrangements are necessary.
• Support account coordination activities by maintaining accurate order, inventory, and shipping documentation across the customer service process.
• Associate degree or completion of a related certificate program.
• At least 2 years of experience in customer service, preferably in an order-driven business environment.
• Strong verbal and written communication skills with the ability to interact professionally with customers and internal partners.
• Advanced proficiency in Microsoft Excel for tracking, organizing, and reviewing order information.
• Demonstrated ability to troubleshoot order discrepancies, change requests, shipment concerns, and customer issues effectively.
• Experience working with ERP platforms such as SAP, Oracle, or JD Edwards is preferred.
• Background in manufacturing, metal fabrication, automotive, plastics, or similar industrial environments is a plus.
• Spanish language proficiency is preferred, including the ability to read, write, and speak professionally.