CUSTOMER SERVICE REPRESENTATIVE

Description:

The Customer Service Representative serves as a primary point of coordination between Antron and its customers throughout the order lifecycle.

The position is responsible for accurately processing customer orders, reviewing customer and contractual requirements, maintaining customer and order information within company business systems, and coordinating with internal departments to support accurate order execution and timely customer communication.

This position requires strong attention to detail, professional communication, problem-solving ability, technical comprehension, and the ability to work effectively in a technology-enabled manufacturing environment.

• Process customer purchase orders from receipt through shipment, including order entry, contract review, acknowledgement, changes, schedule updates, and customer communication.
• Review purchase orders and supporting documentation for customer, commercial, quality, delivery, and applicable contractual requirements before order acceptance.
• Identify discrepancies between quotations, customer purchase orders, drawings, specifications, delivery requirements, and internal information and coordinate resolution before processing.
• Maintain accurate customer, order, delivery, and communication information within the company's business systems and within customer portals.
• Coordinate with Estimating, Planning, Production, Quality, Purchasing, Shipping, and Accounting to resolve order issues and communicate accurate information to customers.
• Monitor open customer orders and proactively address potential schedule, documentation, material, or delivery issues.
• Prepare and maintain professional order acknowledgements, status updates, schedule confirmations, return communications, and other customer correspondence.
• Process customer-requested order changes while maintaining appropriate documentation and internal communication.
• Coordinate customer returns and corrective-action communication with Quality and other responsible departments.
• Support customer inventory, stocking, Kanban, and related supply programs where applicable.
• Maintain complete and traceable records of significant customer communications and order changes.
• Use approved digital tools, reports, dashboards, workflows, and automation to manage customer information and improve order visibility.
• Analyze customer and order information to identify issues requiring follow-up or escalation.
• Support Customer Service and operational performance measurements, including delivery, returns, response, and order-management information.
• Protect customer, technical, export-controlled, and company information in accordance with applicable requirements.
• Participate in continuous improvement of Customer Service and order management processes.
• Perform other related duties as assigned.

Requirements:

Technology & Systems Requirements:

• Strong working knowledge of Microsoft Outlook, Excel, Word, and Teams.
• Ability to learn and effectively use manufacturing ERP/MRP systems.
• Ability to work accurately with electronic customer records, purchase orders, specifications, drawings, and controlled documentation.
• Comfortable using digital workflows, shared document systems, dashboards, and automated business processes.
• Ability to analyze order information and recognize discrepancies or missing information.
• Ability and willingness to adopt new technology, including approved AI-assisted productivity tools and process automation.

Experience & Skills

Required:

• Strong written and verbal business communication skills.
• Demonstrated attention to detail and accuracy when processing transactional or technical information.
• Ability to manage multiple customer requests, priorities, and deadlines.
• Demonstrated problem-solving skills and ability to identify discrepancies before processing.
• Strong organizational and follow-through skills.
• Comfortable working across multiple departments to resolve issues.
• Strong digital skills and demonstrated ability to learn new business systems.

Preferred

• 2+ years of customer service, order management, inside sales support, account coordination, or related experience.
• Experience in a manufacturing, aerospace, defense, machining, industrial, or other regulated environment.
• Experience with ERP/MRP systems.
• Experience reviewing purchase orders, quotations, specifications, drawings, or contractual requirements.
• Familiarity with ISO 9001, AS9100, or another controlled quality-management environment.
• Experience using Microsoft 365 collaboration and reporting tools.

Education Requirements

• High School Diploma or its equivalent. Additional education in business, supply chain, manufacturing, or a related discipline preferred but not required. Relevant manufacturing or order-management experience may substitute for additional education.