Customer Service Representative

Key Responsibilities (but not limited to):

  • Customer Order Management
  • Provide world-class customer service through positive interaction and timely response to inquiries.
  • Retrieve and review customer purchase orders for accuracy (part number, revision, price) and resolve discrepancies.
  • Enter customer orders accurately in the ERP system to drive supply/demand.
  • Flag and manage special requirements such as FAI, price checks, and drawing/BOM requests; place orders on hold until resolved.
  • Monitor customer purchase orders within 48 hours of receipt via portal/gateway or email.
  • Review and analyze customer need date shifts, update ERP and customer portals, and communicate changes to internal teams.
  • Coordinate shipment release and work with the shipping department to ensure timely delivery.
  • Communicate early shipments, delays, and revised dates to customers timely, update ERP and portals accordingly.
  • Assist with Accounts Receivable issues as needed.
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  • Production Expediting
  • Monitor and expedite job orders on the production floor to meet customer requirements and on-time delivery goals.
  • Coordinate with production, planning, and shipping teams to prioritize urgent orders and resolve delays.
  • Update and maintain job status in ERP systems to provide accurate and timely information to stakeholders.
  • Escalate critical issues impacting production timelines and collaborate with supervisors for corrective actions.
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  • Consignment Inventory Management
  • Manage customer consignment inventory by monitoring min/max levels and replenishing stock as needed.
  • Analyze usage trends and adjust min/max settings to optimize inventory levels and prevent stockouts or excess.
  • Collaborate with production floor and Inventory/Shipping teams to ensure timely replenishment of consignment stock.
  • Prepare and distribute reports on consignment inventory status and performance metrics.
  • Upload information to customer Portal when required.
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  • Performance Monitoring & Continuous Improvement
  • Monitor backlog reports daily and follow up on orders nearing ship date to meet OTD (On-Time Delivery).
  • Review vendor scorecards and OTD metrics, suggest improvement plans as needed.
  • Review customer OTD metrics and request adjustments when necessary.
  • Support continuous improvement initiatives by identifying recurring delays or inventory discrepancies and recommending process enhancements.
  • Attend and actively participate in meetings related to operations and customer service.

Essential Skills:

  • Customer Service Skills: Proven ability to build and maintain positive relationships with internal and external customers.
  • Problem-Solving: Strong analytical and decision-making skills to resolve complex issues quickly and effectively.
  • Communication: Excellent verbal and written communication skills; ability to convey information clearly across teams and customers.
  • ERP/MRP Knowledge: Hands-on experience with ERP systems (Epicor preferred) and understanding of MRP principles.
  • Technical Skills: Proficient in Microsoft Office Suite (Excel, Outlook, Word); ability to work with portals and reporting tools.
  • Work Style: Ability to work independently with minimal supervision while thriving in a collaborative team environment.
  • Adaptability: Calm under pressure, able to manage multiple priorities in a fast-paced setting.
  • Industry Knowledge: Familiarity with manufacturing processes; semiconductor industry experience is a plus.
  • Inventory Management: Understanding of consignment programs and min/max inventory control preferred.
  • Technology Awareness: Knowledge of AI concepts and basic coding skills is a plus for process automation and reporting enhancements.

Qualifications:

  • Associate degree or higher preferred; equivalent work experience accepted.
  • Minimum 2+ years in customer service, order management, or manufacturing environment.

Compensation / Benefits:

  • Competitive Salary, 401K
  • Medical, Dental, Vision, Life Insurance for all Full Time employees

Other:

Work Environment & Physical Demands:

  • Ability to sit for extended periods to operate a computer (emails, MS teams…etc).
  • Frequent walking on the manufacturing floor to monitor and expedite job orders.
  • Ability to stand for short periods and occasionally perform light lifting (up to 20 lbs).
  • Comfortable working in both office and production environments, including exposure to moderate noise and temperature variations.

PLEASE NOTE RELOCATION PACKAGE/ASSISTANCE IS NOT AVAILABLE AT THIS TIME

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NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

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