Customer Service Representative

Customer Relationship Management - Serve as the primary contact for assigned customer accounts. - Develop and maintain strong, professional customer relationships. - Understand customer ordering practices, product requirements, inventory needs, and delivery expectations. - Respond promptly to customer inquiries, requests, and concerns while ensuring timely resolution. Order Entry & Fulfillment Coordination - Process and manage customer orders, changes, cancellations, sample requests, expedited orders, diversions, and special requests. - Review orders for inventory availability, pricing, production schedules, credit status, transportation requirements, and quality considerations. - Coordinate with internal departments to ensure timely and accurate order fulfillment. Internal & External Coordination - Collaborate with Sales, Product Management, Credit, Logistics, Shipping, Quality, Manufacturing, Planning, and other departments. - Ensure customer requirements and business commitments are communicated accurately and promptly. - Facilitate effective cross-functional communication to support customer success. Proactive Customer Communication - Keep customers informed of any issues that may impact shipments, inventory, costs, or service commitments. - Communicate delays, shortages, manufacturing impacts, pricing changes, and supply chain disruptions. - Provide updates on revised shipment schedules, potential solutions, and resolution plans. - Maintain communication through final issue resolution. Problem Solving & Continuous Improvement - Investigate and resolve customer service, inventory, order, production, and transportation issues. - Analyze information to identify root causes and recommend corrective actions. - Escalate issues when additional resources or approvals are needed. - Identify and support process improvement opportunities that enhance customer experience and operational efficiency. Inventory & Supply Management - Monitor customer-owned, consignment, VMI, and terminal inventory levels as applicable. - Coordinate replenishment activities and inventory transfers. - Work closely with Planning to maintain appropriate inventory levels and reduce supply risk. - Review aged inventory and take action consistent with company policies and customer agreements. End-to-End Customer Ownership - Take ownership of customer issues from identification through final resolution. - Ensure consistent follow-up with customers and internal stakeholders. - Exercise sound judgment while balancing customer needs with operational requirements. - Maintain a strong focus on customer satisfaction, accountability, and service excellence. Qualifications Education & Experience - Associate's degree or Bachelor's degree preferred. - 4-6+ years of customer service, order management, manufacturing, supply chain, or related experience preferred. - Experience supporting customers in a manufacturing environment is a plus. Technical Skills - Proficiency with: - Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft Teams, Microsoft Power BI - Ability to learn and effectively utilize ERP, CRM, inventory management, and order management systems. (Conexiom a plus) Required Competencies - Strong organizational and multitasking skills. - Excellent attention to detail and accuracy. - Strong analytical, problem-solving, and decision-making abilities. - Outstanding written and verbal communication skills. - Ability to work effectively in a fast-paced, cross-functional environment. - Customer-focused mindset with a strong sense of urgency and accountability. - Proven ability to manage multiple priorities while meeting deadlines. Additional Requirements - Occasional travel may be required for customer visits, training, meetings, and business support activities. Originally posted on Himalayas