Customer Service Representative

About this role

About the Role We are looking for a Customer Service Representative to support customer accounts throughout the order fulfillment process. In this role, you will be responsible for processing purchase orders, coordinating with internal teams, monitoring order and shipping status, and ensuring customers receive timely and accurate updates. The ideal candidate is highly organized, detail-oriented, proactive in communication, and comfortable coordinating across multiple teams to ensure customer requirements and delivery commitments are met.

Key Responsibilities Purchase Order Management Review purchase orders, including pricing, raw material availability, and production schedules. Coordinate with the RFQ team when a quotation is required. Enter and upload purchase orders into the system, ensuring all customer requirements, quantities, and due dates are accurately recorded. Coordinate same-day with the Production Scheduler and Materials Manager to ensure orders are created and lead times are confirmed.

Send order acknowledgments to customers via email or customer portals. Customer Communication & Support Respond to customer requests, questions, and complaints on the same business day. Investigate customer inquiries by coordinating with relevant internal teams and gathering the required information. Clearly communicate timelines and provide updates when additional information or more time is needed to resolve a customer request.

Maintain professional, proactive, and timely communication with customers throughout the order process. Customer Release & Schedule Management Review, modify, and update customer blanket release schedules as needed. Process customer releases received through EDI, customer portals, and email . Ensure customer schedules and requirements are accurately reflected in internal systems. Order & Delivery Monitoring Review current and two-week future shipping lines to monitor on-time delivery performance .

Identify potential delays or risks to customer delivery dates. Proactively communicate delays to customers and coordinate internally to determine realistic recovery timelines. Follow up on recovery plans to ensure customer commitments are met. Parts & Production Follow-Up Track parts through OSS and monitor their progress to ensure timely processing. Coordinate with OSS and relevant internal teams to identify potential issues and prevent delays.