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Customer Service Representative – Manufacturing | Job Description • Serve as the primary point of contact for customers, distributors, and internal departments regarding order status, pricing, production schedules, product availability, and shipment tracking. • Process customer orders accurately in the ERP system, ensuring correct part numbers, quantities, lead times, and shipping instructions to support timely manufacturing workflows. • Collaborate closely with Production, Scheduling, Inventory Control, and Shipping departments to communicate real-time updates and resolve delays, shortages, or quality issues. • Provide customers with proactive updates on order progress, backorders, material constraints, and expected delivery dates to ensure transparency and strengthen relationships. • Investigate and resolve customer complaints related to product quality, delivery discrepancies, warranty issues, or billing errors, ensuring fast resolution and customer satisfaction. • Coordinate RMAs, warranty claims, and service requests, working with Quality and Engineering to document issues and support continuous improvement efforts. • Maintain detailed customer account records, contacts, order history, and communication logs in CRM/ERP platforms for accurate reporting and follow-up. • Participate in daily production or operations meetings to relay customer priorities and ensure manufacturing alignment with customer demand. • Support pricing inquiries, quotations, and change requests in coordination with Sales, Engineering, and Finance. • Generate and distribute customer reports such as open order status, delivery performance, backlog summaries, and inventory availability. • Assist with forecasting customer demand by identifying trends, large orders, or changes in purchasing patterns and sharing insights with planning teams. • Ensure compliance with all internal processes, safety standards, and ISO/quality management guidelines. • Qualifications • At least 1 - 3 years' of relevant work experience • Bachelor's Degree • Excellent phone etiquette and excellent verbal, written, and interpersonal skills • Ability to multi-task, organize, and prioritize work