Customer Service Representative (CSR) is responsible for providing operational customer support and order follow-up in a manufacturing environment.
This position serves as the primary communication link between customers and internal departments to ensure accurate order processing, timely deliveries, and customer satisfaction.
Key Responsibilities
- Serve as the main point of contact for assigned customers.
- Provide order status updates related to production, delivery dates, shipments, and logistics.
- Enter, review, and update customer sales orders in the ERP system.
- Coordinate order changes based on customer requests and internal production capacity.
- Work closely with internal departments including:
- Quoting / Estimating
- Planning and Production
- Purchasing and Materials
- Warehouse
- Quality
- Logistics, Shipping, and Customs
- Support the resolution of customer issues, complaints, or delivery discrepancies.
- Assist with quotations, pricing information, delivery commitments, and documentation.
- Maintain accurate customer and order records.
- Support new customer and new product introductions.
- Track action items, meeting notes, and follow-ups with internal teams.
- Comply with safety regulations, internal procedures, and 5S standards.
Required Qualifications
- 1–3 years of experiencein Customer Service, Order Management, or similar roles within a manufacturing or industrial environment.
- Experience coordinating with multiple internal departments.
- Basic understanding of manufacturing and logistics processes.
- ERP system experience preferred.Intermediate Excel skills.
- English
Core Competencies
- Customer focus
- Strong follow-up and organizational skills
- Effective communication
- Ability to work under pressure
- Teamwork and collaboration