The Customer Service Representative (CSR) serves as the primary point of contact for customers, supporting order management, inside sales activities, reporting, and account coordination. This role is responsible for delivering a high level of customer support while managing daily operational activities, maintaining strong customer relationships, and supporting business growth initiatives. 

Primary Responsibilities:

· Acts as the primary contact for assigned customer accounts 

· Manages customer inquiries related to orders, pricing, lead times, shipments, and product availability

· Builds and maintains strong relationships with customers and key accounts 

· Participates in regular customer meetings to review operational performance, forecasts, backlog, and service concerns 

· Supports escalation management and drives timely issue resolution 

· Provides proactive communication regarding delays, supply constraints, and recovery plans 

· Processes sales orders, changes requests, and returns accurately within ERP systems 

· Reviews order requirements for pricing, inventory availability, and lead times 

· Coordinates with planning, production, shipping, and procurement teams to support customer commitments 

· Monitors open orders and backlog to ensure on-time delivery performance 

· Supports month-end shipment activities and backlog reviews 

· Prepares quotations, pricing updates, and sales-related documentation 

· Supports sales teams with follow-ups and account coordination

· Assists with contract reviews, pricing agreements, and customer programs 

· Maintains customer records and sales activity within CRM systems 

· Analyzes backlog, service levels, shipment performance, and customer trends 

· Supports KPI tracking and reporting activities 

· Provides data and operational updates during internal and customer meetings 

· Collaborate with cross-functional departments to resolve operational issues 

· Supports process improvement initiatives and continuous improvement activities 

· Maintains accurate customer documentation and records 

· Completes assigned training and development programs 

· Supports additional business needs as required

Knowledge, Skills, and Abilities Required

· Strong knowledge of customer service, account management, order processing, and inside sales support. 

· Experience with ERP and CRM systems, order management, pricing, inventory review, and reporting. 

· Strong understanding of lead times, backlog management, shipments, and supply chain coordination.

· Excellent customer communication, relationship management, and problem-solving skills. 

· Ability to manage multiple priorities, deadlines, and high-volume customer interactions in a fast-paced environment. 

· Strong analytical and organizational skills with attention to detail and accuracy. 

· Ability to collaborate effectively with Sales, Planning, Production, Shipping, Procurement, and Finance teams. 

· Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and reporting tools.

Minimum Qualifications

• Associate or bachelor's degree in business administration, Supply Chain, Sales, or related field preferred (or equivalent work experience).
•  2–5+ years of experience in customer service, sales administration, inside sales, account management, or order management. 
• Experience working in a manufacturing, distribution, or B2B environment preferred. 
• Experience using ERP/CRM systems and customer order management processes preferred.
   

Work Environment

•  On-site at the manufacturing facility.
•  Fast-paced, deadline-driven environment.