The Senior Customer Service Representative is responsible for managing customer interactions via phone and email while overseeing the order entry process for purchase orders (POs). this role includes updating and maintaining internal systems, providing status updates, tracking shipments, and coordinating with multiple departments to ensure accurate order processing and customer satisfaction.

RESPONSIBILITIES

To include but not limited to the following:

• Order Entry Management: Accurately enter and process POs, changes, and tracking details. Create RGAs in collaboration with sales and production. Analyze transactions, correct records, and adjust errors.

• Customer Credit Application: Assist in setting up customer payment terms and collecting payment options when accepting POs.

• Customer Communication: Provide timely updates on orders and shipments. Respond to customer inquiries via phone or email, route requests appropriately, and follow up on missing data.

• Shipment Tracking: Monitor and track shipments, proactively reach out to customers for early shipment opportunities.

• Collaboration: Work closely with sales and other departments to ensure smooth order processing and customer satisfaction.

• Order Support: Prepare quotes, mail catalogs, samples, and price information as needed.

• Out-of-Office Protocol: Set up notifications and forward urgent requests to the Director of Sales to maintain continuity.

• Compliance: Complete ISO 9001:2015 AS9100D quality training and adhere to all plant and safety regulations.

• Other Duties: Perform additional tasks as assigned by the Director of Sales.

MINIMUM REQUIREMENTS

• Experience: Minimum 5 years in customer service or order management.

• Skills: Strong organizational skills, attention to detail, and proficiency in Word, Excel, Fourth Shift, and Access.

• Communication: Excellent verbal and written communication skills.

• Problem-Solving: Ability to resolve customer inquiries effectively.

• Team Player: Collaborative mindset and positive attitude.

• Education: High School Diploma or equivalent required. Bachelor’s degree in Business Administration or related field preferred.

BENEFITS

• 401(k)

• Dental insurance

• Health insurance

• Paid time off

• Professional development assistance

• Referral program

• Vision insurance