Customer Service Representative

Customer Service Representative Department : Customer Service & Order Entry Job Status: Full-Time FLSA Status: Non-Exempt Reports To: Branch Manager Work Schedule: Monday-Friday 8 am – 4:30 pm Position Summary The Customer Service Representative serves as a key point of contact for customers, supporting the full lifecycle of orders from receipt through shipment and post-delivery follow-up. This role includes a combination of customer interaction and administrative/order processing responsibilities. This role is critical to delivering high-quality customer experience in a manufacturing environment, ensuring accuracy, responsiveness, and proactive communication at every stage. Key Responsibilities Act as a customer contact for all order-related inquiries, updates, and issue resolutions Proactively communicate order status, delays, and solutions Respond to customer inquiries via phone, email, EDI systems, and customer portals Partner with customers to understand requirements, specifications, and expectations Manage the entire order process from receipt to shipment and follow-up Review and validate customer purchase orders for accuracy and feasibility Enter and maintain orders in ERP systems (AS400 or similar) Coordinate order changes, revisions, and cancellations Monitor open orders and ensure timely fulfillment Process and manage EDI transactions including order receipt, acknowledgements, and updates Navigate and maintain customer-specific portals for order entry, updates, and tracking Ensure data accuracy and timely updates across all systems Troubleshoot discrepancies between customer systems and internal systems Work closely with Production, Quality, Purchasing, and Sales to ensure orders meet customer requirements Communicate priorities, expedite requests, and resolve production or delivery issues Coordinate tooling requirements and special customer specifications Support continuous improvement efforts throughout the department and the organization Prepare and provide pricing, quotes, and lead times Develop a working knowledge of rubber die cutting products, materials, and processes Invoice completed orders and reconcile billing accuracy Maintain organized records of customer orders, correspondence, and documentation Provide backup support within the customer service team