The Customer Service Representative is the direct liaison between the customer and the plants and is considered a key role in the commercial organization due to the frequency of contact with customers. The CSR is responsible for accurate order processing, coordinating production with sales and plant personnel for on-time delivery of product and timely invoicing of shipments. The CSR communicates customer problems/complaints that are identified to the appropriate departments to ensure customer satisfaction. Process necessary reports to function daily to complete job functions.

Responsibilities

• Receive, enter and confirm orders that are received by phone, email and fax from both domestic and

international customers

• Provide vendor managed inventory service for some customers 
• Process return material authorization (RMA), corrective action reports and processes credit memos 
• Maintain/update customer master order
• Perform monthly end billing and consignment  
• Process international orders as required, process invoices
• Direct communication with customers, production, and sales 
• Work with production scheduling to assure order fulfillment 
• Update customer of any issues, changes in the production schedule which may affect their orders  
• Inform sales of any sudden changes in customer product demand that may affect production planning  
• Provide information on shipment/pricing discrepancies, or delivery/transportation issues that may result in any

type of a dispute with the customers  

• Direct customer inquiries for information to sales
• Confirm inventory availability to ensure delivery dates can be met for stock and MTO products, and work with

either the plant, the customer, or both to develop solutions to order fulfillment issues 

• Coordinate freight and production schedules with customer requirements 

Qualifications

• English: Fluent/native level abilities are required on reading, writing and speaking
• Computer skills: Word, Excel and Outlook are required
• Able to negotiate and communicate
• General knowledge of quality aspects of the product – especially to handle complaints
• Entry Level: 0 – 2 years related experience or training is preferred
• SAP experience preferred