The Customer Service Representative is responsible for providing responsive and professional support to customers throughout the order process. This position services as a key liaison between customers and internal department, including Sales, Production, Planning, Quality and Shipping to ensure customer requirements are understood, orders are processed accurately and commitments are met. The CSR must be organized, detail-oriented, proactive and comfortable working in a fast-paced manufacturing environment.

Davlyn Group is a fast-growing, privately owned technical textile company based in Spring City, PA, just outside of Philadelphia, with additional locations in Norristown, PA and Independence, VA. Through our Amatex, Darco Southern, Davlyn Manufacturing, and Norfab businesses, our products and engineering services are used by thousands of customers in over 50 countries to help keep heat in its place, improve safety, and increase productivity. DGH is a leading manufacturer of technical textiles, fabrics and yarns used in the appliance industry, industrial markets, and personal protective equipment (PPE).

ESSENTIAL FUNCTIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the primary point of contact for assigned customers, providing timely and professional responses to inquiries and requests.
• Process and maintain customer orders, ensuring accuracy of pricing, quantities, specifications, delivery requirements and other order details.
• Monitor customer orders from receipt through production and shipment to ensure timely fulfillment.
• Coordinate with Production, Planning, Shipping, Sales and other departments to communicate customer requirements and resolve issues.
• Provide customers with order status updates, anticipated deliver dates, and other relevant information.
• Identify potential delays or issues that may impact customer commitments and proactively communicate concerns to the appropriate parties.
• Address customer questions, concerns, and complaints and work collaboratively to develop appropriate resolutions.
• Maintain accurate and up-to-date customer and order information within the Company’s ERP.
• Review customer purchase orders and specifications for completeness and accuracy and communicate discrepancies as needed.
• Assist with coordinating product sample, testing requirements, specifications, and other customer requests.
• Communicate customer specifications and special requirements to internal teams to ensure products are manufactured and shipping according to expectations.
• Work closely with Sales to support customer relationships and ensure a seamless customer experience.
• Assist with resolving any invoicing, shipping, quality, and product-related issues in coordination with the appropriate internal departments.
• Maintain organized records of customer communications, orders, changes, and other relevant documentation.
• Monitor open orders and follow up on outstanding items to ensure timely completion.
• Assist with identifying recurring customer issues and opportunities to improve processes and customer satisfaction.
• General administrative and customer service duties.

SKILLS:

• Strong written and verbal communication skills.
• Excellent organizational and time-management skills with strong attention to detail.
• Ability to prioritize multiple customer requests and competing deadlines.
• Strong problem-solving and decision-making skills.
• Ability to build effective working relationships with customers and internal departments.

EDUCATION/EXPERIENCE:

• High school diploma, or equivalent, required.
• Associates degree, preferred.
• 2-5 years of customer service, order management, inside sales or related experience, preferably within a manufacturing environment.
• Proficiency with Microsoft Office/MS365.
• Experience working with an ERP/Order Management System.

EMPLOYMENT TYPE, CLASSIFICATION & EXPECTED HOURS OF WORK:

• This is an on-site, full-time, exempt position at the Spring City, PA facility.
• The standard work schedule is Monday through Friday from 8:00 AM – 5:00 PM, with a 60-minute unpaid lunch.
• Department demands may necessitate additional work outside of the standard work schedule.

POSITION TYPE:

This role is an individual contributor, someone who provides specialized work & expertise and contributes directly to the Organization’s success without managing other people.

TRAVEL:

Generally, this position does not travel; however, this position may infrequently travel to other Davlyn sites.  

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods sitting at a desk and working on a computer.

WORK ENVIRONMENT:

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. 

• Temperature-controlled office environment.

Davlyn Group believes that all people are entitled to equal employment opportunities. Davlyn Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Davlyn Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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