Customer Service Representative

[iNRCORE](https://inrcore.com/) Group is a leading, vertically integrated provider of highly engineered, high-reliability, and high-performance passive electronic components. We are known for manufacturing proprietary magnetics, capacitors, resistors, filters, and more. We serve mission-critical data and power applications in the Defense, Aerospace & Avionics, Space, Smart Grid, Medical, AI/Data center, and Hi-Rel industrial markets. iNRCORE Group currently has fourteen (14) manufacturing facilities across the globe with more than one thousand (1000+) employees – and growing! Our business entities include company names such as Bicron, Coast Magnetics, DYCO, Gowanda, iNRCORE, Passive Plus, RCD, Sentran, TTE, and Vanguard Electronics. Our organization has a world-class reputation for innovation, quality products and expertise, and outstanding leadership. Our talented staff is what makes this all possible. We are actively seeking to hire highly skilled professionals to meet our growing demand and join our expanding team(s). We currently have an opening for **Senior Customer Service Representative** in our Gowanda Electronics facility, located in Gowanda, NY. This position is critical to the success of iNRCORE Group and will be supporting customer account management, order processing, and sales support activities to ensure exceptional customer experience, operational excellence, and revenue growth. This role reports directly to the Customer Service Manager or Sales Manager. The ideal candidate for this position should be highly organized, detail-oriented, and customer-focused with strong communication skills. They should have significant experience in a manufacturing or technical environment, handling complex customer inquiries, managing strategic accounts, processing orders, and supporting sales initiatives. Familiarity with ERP systems, Microsoft Office, and customer portals is essential. A proactive attitude, advanced problem-solving skills, and the ability to collaborate across departments are key. This individual will serve as a senior subject matter expert, manage the company’s most complex customer relationships, provide leadership and mentoring to team members, and partner with internal stakeholders to drive customer satisfaction and business results. **Details of the Role:** The position of Senior Customer Service Representative will be responsible for managing customer accounts, processing orders, preparing quotes, supporting outside sales representatives, and leading key initiatives to improve customer experience. During the course of a standard workday, you will be expected to communicate directly with customers, maintain accurate records, coordinate with internal teams to meet delivery and quality requirements, and proactively identify opportunities to enhance service and operational efficiency. **Duties and Responsibilities:** - Serve as the primary contact for the company’s most strategic and high-value customer accounts. - Communicate directly with customers via phone, email, and portals to address inquiries and resolve complex or escalated issues. - Process customer orders, schedule changes, returns, and maintain accurate account records. - Prepare and submit quotes and bids, working with Supply Chain and Engineering for pricing and specifications. - Maintain forecasts for assigned products and update customer portals as required. - Coordinate with production, shipping, and quality teams to ensure on-time delivery and compliance with requirements. - Support outside sales representatives with account information, lead generation, and customer relationship management activities. - Participate in weekly production planning, sales, and customer review meetings. - Lead resolution efforts for critical customer escalations and cross-functional issues. - Analyze customer performance metrics, order trends, forecasts, and service levels to identify opportunities for improvement and risk mitigation. - Recommend and implemen…