Customer Service Rep

About the Role This role is responsible for managing the end-to-end customer experience and acting as the primary point of contact for customers. The position supports order management, quotations, escalations, and cross-functional coordination to ensure timely delivery and customer satisfaction. The role requires strong communication skills, attention to detail, and the ability to work in a fast-paced, operational environment. Key Responsibilities Serve as the primary point of contact and represent the company to customers Manage customer inquiries via email and phone; support additional channels as introduced Generate quotations, including pricing and lead-time details Enter and manage customer orders accurately within ERP systems Act as a customer advocate by managing escalations and driving issue resolution Collaborate with internal teams such as operations, production, and logistics Process RMAs, credit/debit requests, and customer complaints Maintain accurate documentation and system records Generate reports and analyze customer and operational data Identify and implement continuous process improvements Support cross-functional initiatives to enhance customer experience and efficiency Qualifications Associate degree 3+ years of experience in customer service or a customer-facing role 3+ years of hands-on experience using ERP systems Strong verbal and written communication skills in English Proficiency with Microsoft Office (Outlook, Word, Excel) Ability to understand high-level technical or engineered products Typing speed of 60 WPM using 10-key Nice-to-Have Qualifications SAP ERP experience Experience in production or operations environments Experience supporting both B2B and direct-to-end-user customers Additional language proficiency (French, Spanish, or German)