Customer Service Representative

Position Description: Customer Service Representative (CSR)

Reports To: Business Operations Manager FLSA Status: Non-Exempt Location: Full-time, on-site position in Everett, WA

Position Summary

The Customer Service Representative is the primary point of contact for all customer-facing communication related to order status, delivery timelines, shipment coordination, and issue resolution. This role ensures customers receive timely, accurate, and professional updates throughout the order lifecycle—from acknowledgement through shipment and delivery.

This role bridges internal execution and external customer expectations by maintaining real-time visibility into order status across Operations, Purchasing, and Shipping, and proactively communicating schedule changes, risks, or delays before they become customer complaints. The Customer Service Representative ensures that no customer inquiry goes unanswered and no delivery commitment is missed without advance communication.

Essential Responsibilities

• Serve as the primary point of contact for customers on all order status inquiries, delivery updates, and shipment information
• Provide proactive order status updates to customers based on production schedules, material availability, and shipment readiness—without waiting to be asked
• Monitor all active orders for schedule risks, delays, or changes and communicate impacts to customers in advance of committed delivery dates
• Coordinate with Operations, Purchasing, and Shipping to obtain accurate, real-time order status and resolve delivery-related issues
• Process and confirm customer order acknowledgements, ensuring alignment between customer expectations and internal commitments
• Load all new customer purchase orders into company systems on a daily basis and ensure order records are complete, accurate, and current
• Coordinate shipment logistics including carrier scheduling, shipping documentation, packing slips, and delivery confirmation
• Manage customer-requested changes (delivery dates, ship-to addresses, partial shipments) and ensure changes are communicated to all affected internal stakeholders
• Ensure customer expedite requests are clearly communicated internally, facilitated across affected functions, and tracked through resolution
• Log, track, and coordinate resolution of customer complaints and service issues; escalate to the Business Operations Manager when resolution requires cross-functional involvement
• Support the RMA process by receiving customer return requests, logging RMA details, and communicating status and resolution timelines to customers
• Maintain accurate and current customer communication records in company systems, including correspondence, commitments, and issue logs
• Ensure all customer-facing communication is professional, accurate, and consistent with Paragon’s commitments and brand standards
• Provide the Business Operations Manager and Director of Sales with visibility into customer sentiment, recurring issues, and delivery performance trends
• Support continuous improvement of customer communication processes by identifying gaps, delays, or recurring pain points in the customer experience

Required

• High school diploma or equivalent
• 2–4+ years of customer service experience in a manufacturing, distribution, or order management environment
• Experience managing customer communications related to order status, delivery, and issue resolution
• Proficiency with ERP/MRP systems or order management software
• Strong verbal and written communication skills with a professional, customer-facing demeanor
• Strong organizational skills and ability to manage multiple customer accounts and priorities simultaneously
• Attention to detail and discipline in maintaining accurate records and follow-through on commitments

Preferred

• Associate’s degree in Business, Communications, or related field
• Experience in a high-mix, build-to-order or build-to-print manufacturing environment
• Experience coordinating shipment logistics and working with carriers
• Familiarity with RMA processes and customer complaint resolution workflows
• Exposure to regulated industries (aerospace, defense, medical) and associated documentation requirements

Work Environment & Physical Requirements

Full-time, on-site position in Everett, WA. This role operates primarily in an office environment with regular interaction on the production floor to verify order status, coordinate with shipping personnel, and confirm shipment readiness. Requires prolonged

use of ERP systems, email, telephone, and customer communication tools. Must be able to lift up to 25 lbs and perform basic physical movements including bending, reaching, and standing for moderate periods. Compliance with all facility safety, PPE, and ESD requirements is mandatory when in production areas.

Regulatory / Compliance Requirement

This role operates within a regulated manufacturing environment and must ensure all customer-facing communications, shipping documentation, and order records comply with ITAR, RoHS, UL, IPC, ISO 9001, ISO 13485, and AS9100 requirements. The Customer Service Representative must maintain awareness of export control implications as they relate to customer communications, shipment destinations, and documentation requirements.

Standard Disclaimers

At-Will Employment: Employment is at-will. Either the employee or Paragon Manufacturing may terminate employment at any time, with or without cause or notice, subject to applicable law. Washington is an at-will state, though employers may not retaliate against employees for exercising protected rights.

Equal Employment Opportunity: Paragon Manufacturing is an Equal Opportunity Employer and does not discriminate on the basis of any status protected by federal, Washington State, or local law. Washington’s Law Against Discrimination prohibits discrimination and retaliation in employment.

Reasonable Accommodation: Paragon Manufacturing provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable law.

Other Duties: This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of duties. Responsibilities may change based on business needs.

Export Control Compliance: This role may require access to information subject to U.S. export control laws, including ITAR. Employment is contingent upon the ability to comply with those requirements.

This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, compensation, benefits, training, discipline, and termination.

Key Performance Indicators (KPIs)

1. Customer Responsiveness (Primary KPI)

• Customer Inquiry Response Time: ≤ 4 business hours (target same-day)
• % of Inquiries Resolved on First Contact: ≥ 85%
• Unanswered Customer Inquiries: 0

2. Proactive Communication

• % of Orders with Proactive Status Updates (per schedule): ≥ 95%
• % of Delays Communicated Before Customer-Requested Date: ≥ 98%
• Customer Expedite Requests Communicated and Facilitated Within Same Business Day: 100%
• Customer Complaints Due to Lack of Communication: ≤ 1% of active orders

3. Order Entry & Acknowledgement

• Customer PO Load Accuracy (part, quantity, dates, terms, ship-to): ≥ 99%
• New Customer POs Loaded in System Within 1 Business Day of Receipt: ≥ 98%
• Order Acknowledgement Timeliness (within 24 hours of receipt): ≥ 98%
• Acknowledgement Accuracy (dates, quantities, terms): ≥ 99%

4. Shipment Coordination

• Shipment Documentation Accuracy: ≥ 99%
• On-Time Shipment Coordination (carrier scheduled per plan): ≥ 98%
• Shipping Errors Attributable to CSR: ≤ 1%

5. Issue Resolution & Escalation

• Customer Complaint Logging Accuracy: 100%
• Issue Escalation Timeliness: ≤ 4 business hours from identification
• Customer Issue Resolution Cycle Time: ≤ 3 business days (standard); ≤5 business days (complex)

6. RMA Support

• RMA Intake Accuracy (complete information captured): ≥ 99%
• RMA Status Communication to Customer: updates provided within 24 hours of status change

7. Customer Satisfaction & Retention

• Customer Satisfaction Score (if surveyed): ≥ 90%
• Repeat Customer Complaints (same issue, same customer): 0

8. Data Integrity & Documentation

• Customer Communication Record Accuracy: ≥ 99%
• System Updates (order status, notes, commitments): 100% current within same business day

Pay: $22.00 - $26.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person