Summary   

Under the general direction of the Customer Service Manager, the Customer Service Representative (Customer Solutions Specialist) serves as a tactical partner to customers by combining exceptional relationship management skills with data-driven decision-making. This role is responsible for managing customer orders, analyzing demand and scheduling requirements, resolving complex issues, and coordinating information across supply chain, manufacturing, sales, and procurement functions.

The ideal candidate excels at building trusted customer relationships while leveraging data, reporting, and business insights to drive operational efficiency and customer satisfaction. Success in this position requires strong communication skills, technical aptitude, critical thinking, and the ability to identify trends and develop solutions that create value for both the customer and the organization.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities.

Essential Duties and Responsibilities

• Develop and maintain strong customer relationships through proactive communication and account management.
• Analyze customer demand patterns, forecasts, inventory positions, and order trends to support business decisions.
• Utilize Excel, ERP systems, and reporting tools to identify opportunities, mitigate risks, and improve customer outcomes.
• Serve as the primary point of contact for customer inquiries, order management, delivery performance, and issue resolution.
• Collaborate with supply chain, production, purchasing, and sales teams to balance customer requirements with operational capabilities.
• Coordinates with customers and internal departments to address service, quality, and delivery issues and ensure timely resolution.
• Support continuous improvement initiatives through process analysis and recommendations for increased efficiency and customer satisfaction.
• Leverage CRM, ERP, and reporting systems to maintain accurate customer records and performance metrics.
• Identify risks, anticipate customer needs, and recommend proactive solutions.
• Consistently, regularly and predictably at work and on time
• Other duties may be assigned as needed

General Requirements

• Uphold organizational values of Passion, Integrity, Respect, Ownership, Customer Focus, & Ethics
• Takes a professional and tactful approach when interacting with co-workers, customers, and clients
• Possess and develop skills required for the position
• Effectively communicate via spoken and written means, as well as in one-on-one and group settings
• Ability to accurately interpret and follow written and verbal instructions
• Ability to work independently as well as a team 
• Ability to adapt to changing situations 
• Proactively identify opportunities for process improvement; efficiency, safety, quality, production, and cost savings
• Ability to utilize applicable computer software programs 
• Ability to apply common sense reasoning and problem solving skills
• Maintain and promote a clean, FOD free, and organized work area.
• Be safety-minded and follow all company policies, safety policies & procedures, and practice safe work habits. Such as, but not limited to; use of proper PPE, safe lifting techniques, and building security.
• Attend all meetings and trainings as scheduled

Preferred Skills & Competencies

• Strong interpersonal, relationship-building, and customer-facing communication skills.
• Advanced problem-solving and critical-thinking abilities.
• Ability to translate data into actionable business recommendations.
• Strong analytical capabilities with experience interpreting trends, KPIs, and operational metrics.
• Advanced proficiency in Microsoft Excel, including: 
  • Pivot Tables
  • VLOOKUP/XLOOKUP
  • Data analysis       and reporting
  • Charts
• Experience with ERP, CRM, or business intelligence platforms preferred.
• Ability to manage multiple priorities in a fast-paced manufacturing environment.
• Comfortable presenting business insights and performance metrics to customers and internal leadership.
• High attention to detail with a strong sense of ownership and accountability.

Education & Experience

Bachelor's degree in Business, Supply Chain, Operations Management, Data Analytics, or a related field preferred. Equivalent experience will be considered.

3-5 years of experience in customer service, customer success, account management, supply chain, operations, manufacturing support, or a related analytical role.

Experience working with data, reporting, forecasting, ERP systems, or business analytics tools is highly preferred.