Manufacturing Customer Service Representative II

Manufacturing Service Representative IIThe Manufacturing Service Representative II ("CSR") role is responsible for managing customer parts orders through the entire process – order entry through delivery. Communicates directly with customers and coordinates with other internal departments (Production, Supply Chain, Shipping, etc.) to meet service expectations. Works under minimal supervision.Essential Functions of the Role:Manages day-to-day order management for assigned customersEnter and maintain customer orders via ERP/EDI/email with attention to delivery timelinesCommunicates with production, supply chain and shipping departments to provide proactive updates on order delays or changesResponds to customer inquiries related to pricing, availability and order statusMonitors and follow-up on backorders and expedite requestsProcesses returns (RMA's), shipping discrepancies and documentation requestsCompletes customer-facing forms such as compliance, vendor questionnaires and shipping certificatesAssists with new Customer Service Representatives on-boarding process and answers new hire questionsAssists Customer Service Representative III when neededReliable to work scheduled days and hoursSkills & Knowledge Required:Solid working knowledge of ERP and/or EDI systemsStrong Microsoft Office skills, including Excel, PowerPoint, Outlook and WordExcellent customer support skills – outstanding verbal and written communication and strong business etiquette skills for telephone and personal contactAbility to multi-task, prioritize and manage time effectively with minimal oversightStrong attention to detailStrong organizational and customer relationship skillsAbility to follow instructions and meet deadlinesSkills & Knowledge Preferred:Experience with major customer portals (e.g., Ariba) for order entry, tracking, and documentation exchangeSkilled in monitoring portal activity to track status updates, delivery schedules, or customer messagesFamiliarity with customer scorecards or performance metrics accessed through portalsEducation & Experience Required:High school diploma or GED equivalentMinimum of three years' experience in a customer facing rolePrior experience working with an ERP system (i.e., SAP)Experience working with customer portalsEducation & Experience Preferred:Associate's or Bachelor's degreeExperience working with SAPExperience in a similar type role in a manufacturing environmentPhysical Demands/ Equipment Used to Perform the Job:Ability to wear required PPE in various areas of the facility (i.e., safety glasses, ear plugs)Office environment which requires periods of prolonged sitting, typing on a computer keyboard, viewing a computer monitor and use of telephoneAbility to climb stairs to access 2nd floor conference room with no elevator