Accurately process customer orders, revisions, and changes in accordance with established policies and procedures.
Serve as the primary point of contact for customers regarding order status, delivery timelines, product availability, and issue resolution.
Communicate proactively with customers and internal stakeholders regarding delays, changes, or issues with a transparent and solutions-oriented approach.
Collaborate closely with Sales, Operations, Planning, Quality, and Logistics to ensure timely order fulfillment and customer satisfaction.
Investigate and resolve customer complaints or discrepancies related to order accuracy, shipments, documentation, or invoicing.
Maintain accurate and up-to-date customer account records within ERP and order management systems.
Monitor open orders and shipping reports to track service metrics and identify gaps or delays throughout the order lifecycle.
Support the development, documentation, and execution of Customer Service Standard Operating Procedures (SOPs).
Participate in cross-functional initiatives to streamline workflows and enhance the overall customer experience.
Coordinate fulfillment priorities and escalate risks or challenges as needed to prevent service disruptions.

High school diploma or equivalent required.
Minimum of 3 years of administrative experience in customer service, supply chain, logistics, or manufacturing/distribution environments.
Proficiency in Microsoft Outlook, Word, and Excel.
ERP or Order Management system experience strongly preferred (e.g., SAP, Oracle, Business Central, Great Plains).
Strong verbal and written communication skills with a customer-first mindset and professional etiquette.
Solid understanding of numerical concepts, including credits, percentages, and volumes.
Demonstrated ability to manage multiple priorities, maintain attention to detail, and work effectively in fast-paced environments.
Team-oriented, adaptable, and service-focused with a collaborative approach across departments.

Customer Service Representative

Key skills