Customer Service Representative

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.
• Provide customers with accurate status updates when required.

Working conditions:

• Work schedule: Monday - Friday 7 am-4 pm CST
• Competitive Salary in USD
• Remote mode of work
• 10+ business days of paid time off
• Team building and corporate events
• Equipment provided
• A supportive team

Requirements

• Previous experience in Customer Service, Order Management, Logistics, Supply Chain, Manufacturing, or a related field.
• Experience working with Purchase Orders, customer schedules, and order fulfillment processes.
• Strong written and verbal communication skills.
• Ability to manage multiple customer requests and priorities simultaneously.
• Strong attention to detail and accuracy.
• Proactive approach to problem-solving and follow-up.
• Experience working with EDI, customer portals, and/or ERP systems is a plus.
• Ability to communicate effectively with both customers and internal departments.
• Good organizational and time-management skills.

What We’re Looking For

• Customer-focused: You prioritize customer needs and ensure timely, clear communication.
• Detail-oriented: You carefully review orders, schedules, pricing, quantities, and delivery dates.
• Proactive: You identify potential issues before they impact customers and take action to resolve them.
• Collaborative: You work effectively with production, materials, scheduling, RFQ, and OSS teams.
• Reliable: You follow through on requests and ensure commitments are met.