Customer Service Representative

• A Customer Service Representative (CSR) manages the end-to-end process of order fulfillment, from initial order placement to delivery. Responsible for analyzing customer purchase orders (POs), ensuring accuracy and alignment with company policies, and managing the end-to-end order process.
• Supporting to customers, aiming to ensure their satisfaction and resolve any issues or concerns. Interacting with customers through various channels.

Responsibilities

• Coordinating with various departments, ensuring accurate orders, managing inventory, and resolving any issues that may arise during the order fulfillment process.
• Track all milestones, including: order entry; engineer approval drawings; customer approval; order entry; bill of materials and drawings creation; buy-out or material availability; schedule; pre-erect or site-erect schedule; acceptance tests; shipping.
• Review and analyze POs for accuracy, material compatibility, and alignment with company standards.
• Communicate necessary changes or clarifications to customers in a professional, persuasive, and timely manner.
• Accurately enter orders into our ERP system and maintain compliance with quality standards.
• Collaborate with planning, production, purchasing, and finance teams to ensure orders are produced and shipped on time.
• Monitor and address order-related trends, suggesting business opportunities for blanket or scheduling agreements.
• Communicate with customers regarding changes to schedules and ensuring urgency.
• Supports Program Managers with customer interfaces as necessary on customer service related issues.
• Monitors and appropriately communicates risk on projects. Work with internal and external teams to develop strategies to mitigate risks.
• Develop and maintain a project plan and represent the company as needed for customer communications and meetings.
• Other duties as assigned by management.

• Minimum a Bachelor degree.
• Familiarity with the order lifecycle, from placement to fulfillment, is essential.
• 5+ years experienced in Customer service management or equivalent.
• 2+ years experienced in Program management.
• Strong analytical skills with a focus on detail and accuracy.
• Skilled in Excel and proficient with ERP systems (preferably SAP) and CRM tools.
• Skilled in persuasive communication and effective collaboration.
• Understanding of manufacturing processes and material properties.
• Detail-oriented with a commitment to data accuracy.
• Ability to manage multiple priorities and meet deadlines.
• Strong organizational and time management skills.
• Excellent communication and interpersonal skills.
• Proficiency in order management systems and CRM software.
• Attention to detail and accuracy.
• Ability to work independently and as part of a team.