Customer Service Representative (Manufacturing)

Job Title: Customer Service Representative (Manufacturing)

Department: S&M / Customer Service / Operations
FLSA Status: Non-Exempt
Reports To: General Manager
Location: On-site in Glenshaw, PA
Shift: Monday–Friday, 8:00 AM – 4:30 PM

Position Summary

The Customer Service Representative plays a critical role in supporting customer satisfaction and operational efficiency within a fast-paced manufacturing environment. This position serves as the primary point of contact for customer-related activities, including order entry, inquiries, and issue resolution, while ensuring accurate communication across internal departments. The role requires strong attention to detail, ERP system proficiency, and the ability to manage multiple priorities in alignment with production and customer expectations.

Key Responsibilities

• Serve as the main point of contact for all customer service-related matters, including order entry, customer inquiries, and feedback.
• Accurately enter and manage customer orders within the ERP system, ensuring data integrity, timely processing, and alignment with customer requirements.
• Perform high-volume data entry and order processing with a strong focus on accuracy and attention to detail.
• Build and maintain strong relationships with internal and external customers through clear, professional, and timely communication.
• Coordinate with Sales, Production, Estimating, Purchasing, and Shipping to ensure customer expectations are clearly understood and executed.
• Manage EDI processes for electronic transmission of data to and from select customers.
• Monitor order status and proactively communicate updates, delays, or issues to customers and internal stakeholders.
• Support continuous improvement efforts related to customer service processes and operational workflows.
• Contribute to a collaborative team environment focused on accountability, performance, and growth.

Qualifications

• Associate’s or Bachelor’s degree in Business, Hospitality Management, Communications, or a related field preferred, but not required.
• Minimum of 3 years of customer interaction experience in a manufacturing environment required.
• Experience reviewing and interpreting technical drawings preferred.
• Prior experience in converting, printing, or a related industry preferred.
• Demonstrated ability to prioritize, multitask, and manage competing deadlines in a fast-paced environment.
• Proficiency in Microsoft Office (Excel, Outlook, Word) required.
• Experience with EDI processes required.
• Prior experience using ERP systems (such as SAP, Oracle, or similar) preferred.
• Strong data entry skills with a high level of accuracy and attention to detail.
• Effective communication skills with the ability to interact across all levels of the organization and interdepartmentally.
• Experience working within an ISO 9001-certified environment required; IATF 16949 experience preferred.

Work Environment & Expectations

• On-site role within a manufacturing facility.
• Frequent interaction with cross-functional teams and customers.
• Ability to manage multiple priorities while maintaining accuracy and responsiveness.
• Combination of standing, walking through facility, and sitting at desk.

Note: This job description is intended to outline the general responsibilities and qualifications for this position and is not an exhaustive list of all duties that may be required.

Ready to join our team? Apply today and start your career with us!

Accommodations can be made for certain workplace environmental factors that could be a trigger for some individuals such as noise-canceling headphones and earplugs; facemasks or respirators for materials with strong odors, or glasses that diffuse the light when not working on color sensitive jobs. We encourage any individual who requires accommodations to speak with their manager and HR regarding their unique needs.

This job description complies with Pennsylvania labor laws and federal Equal Employment Opportunity (EEO) standards. ADDEV Materials Converting is an equal-opportunity employer and prohibits discrimination or harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status under applicable laws.