Customer Service Representative

A Customer Service Representative (CSR) manages the end-to-end process of order fulfillment, from initial order placement to delivery. Responsible for analyzing customer purchase orders (POs), ensuring accuracy and alignment with company policies, and managing the end-to-end order process. 
Supporting to customers, aiming to ensure their satisfaction and resolve any issues or concerns. Interacting with customers through various channels. 

Responsibilities:

•    Coordinating with various departments, ensuring accurate orders, managing inventory, and resolving any issues that may arise during the order fulfillment process.
•    Track all milestones, including: order entry; engineer approval drawings; customer approval; order entry; bill of materials and drawings creation; buy-out or material availability; schedule; pre-erect or site-erect schedule; acceptance tests; shipping.
•    Review and analyze POs for accuracy, material compatibility, and alignment with company standards.
•    Communicate necessary changes or clarifications to customers in a professional, persuasive, and timely manner.
•    Accurately enter orders into our ERP system and maintain compliance with quality standards.
•    Collaborate with planning, production, purchasing, and finance teams to ensure orders are produced and shipped on time.
•    Monitor and address order-related trends, suggesting business opportunities for blanket or scheduling agreements.
•    Communicate with customers regarding changes to schedules and ensuring urgency.
•    Supports Program Managers with customer interfaces as necessary on customer service related issues.  
•    Monitors and appropriately communicates risk on projects. Work with internal and external teams to develop strategies to mitigate risks.
•    Develop and maintain a project plan and represent the company as needed for customer communications and meetings.
•    Other duties as assigned by management.

•    Minimum a Bachelor degree.
•    Familiarity with the order lifecycle, from placement to fulfillment, is essential. 
•    5+ years experienced in Customer service management or equivalent.
•    2+ years experienced in Program management.
•    Strong analytical skills with a focus on detail and accuracy.
•    Skilled in Excel and proficient with ERP systems (preferably SAP) and CRM tools.
•    Skilled in persuasive communication and effective collaboration.
•    Understanding of manufacturing processes and material properties.
•    Detail-oriented with a commitment to data accuracy.
•    Ability to manage multiple priorities and meet deadlines.
•    Strong organizational and time management skills.
•    Excellent communication and interpersonal skills.
•    Proficiency in order management systems and CRM software.
•    Attention to detail and accuracy.
•    Ability to work independently and as part of a team.