Customer Service Representative

**Customer Service Representative** **Department** **:** Customer Service & Order Entry **Job Status:** Full-Time **FLSA Status:** Non-Exempt **Reports To:** Branch Manager **Work Schedule:**Monday-Friday 8 am – 4:30 pm **Position Summary** The Customer Service Representative serves as a key point of contact for customers, supporting the full lifecycle of orders from receipt through shipment and post-delivery follow-up. This role includes a combination of customer interaction and administrative/order processing responsibilities. This role is critical to delivering high-quality customer experience in a manufacturing environment, ensuring accuracy, responsiveness, and proactive communication at every stage. **Key Responsibilities** - Act as a customer contact for all order-related inquiries, updates, and issue resolutions - Proactively communicate order status, delays, and solutions - Respond to customer inquiries via phone, email, EDI systems, and customer portals - Partner with customers to understand requirements, specifications, and expectations - Manage the entire order process from receipt to shipment and follow-up - Review and validate customer purchase orders for accuracy and feasibility - Enter and maintain orders in ERP systems (AS400 or similar) - Coordinate order changes, revisions, and cancellations - Monitor open orders and ensure timely fulfillment - Process and manage EDI transactions including order receipt, acknowledgements, and updates - Navigate and maintain customer-specific portals for order entry, updates, and tracking - Ensure data accuracy and timely updates across all systems - Troubleshoot discrepancies between customer systems and internal systems - Work closely with Production, Quality, Purchasing, and Sales to ensure orders meet customer requirements - Communicate priorities, expedite requests, and resolve production or delivery issues - Coordinate tooling requirements and special customer specifications - Support continuous improvement efforts throughout the department and the organization - Prepare and provide pricing, quotes, and lead times - Develop a working knowledge of rubber die cutting products, materials, and processes - Invoice completed orders and reconcile billing accuracy - Maintain organized records of customer orders, correspondence, and documentation - Provide backup support within the customer service team **Qualifications/Requirements** - High School Diploma or GED required - 1-2+ years of customer service or order management experience, preferably in manufacturing - Proficiency in Microsoft Office (Excel, Word, Outlook, Teams) - Experience with ERP systems (AS400 or similar preferred) - Ability to learn and navigate EDI systems and multiple customer platforms - Strong organizational skills and ability to follow detailed processes - Strong problem solving and decision making skills **Work Environment, Physical Requirements, & Safety** - Work is performed in a climate-controlled office within or adjacent to a manufacturing facility - Office noise levels are typically low to moderate - Required to comply with all company safety policies and OSHA regs **Equal Opportunity Employer / Accommodations** We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law. Applicants who require reasonable accommodations to participate in the application or interview process may contact Human Resources for assistance. **Additional Information** This job description is not intended to be a complete list of all duties. It is intended to provide guidelines for job expectations and the employee’s ability to perform the position described. This job description does not represent a contract of employment and the Company may update or change the job description, or assign…