Customer Service Representative

Specific Responsibilities • Receive, review, and process customer orders and requests received by phone, email, customer portal, EDI, or other approved channels. • Enter and maintain accurate order information in SAP and related systems, including customer details, material numbers, quantities, pricing, requested dates, delivery instructions, and documentation. • Monitor orders from entry through shipment and delivery; communicate status, availability, backorders, delivery changes, and follow-up actions to customers, field sales, and internal stakeholders. • Act as a liaison between customers, field sales, production scheduling, plants, supply chain, logistics, shipping, credit, and accounts receivable to help expedite orders and resolve issues. • Research and resolve customer inquiries related to order status, product availability, pricing discrepancies, invoices, credits, debits, returns, re-bills, and shipment concerns. • Coordinate return material paperwork and related follow-up in accordance with company policy. • Escalate urgent customer concerns, recurring issues, or service risks to management with clear facts, impact, and recommended next steps. • Support daily and weekly backorder, open order, and customer follow-up reporting as assigned. • Maintain professional working relationships with customers, field sales, plants, planners, and internal support teams. • Encourage customers to use approved ordering and self-service tools where appropriate, including customer portal or system order processes. • Follow established customer service policies, standard work, documentation requirements, and compliance expectations. • Identify process improvement opportunities and share feedback that can improve customer experience, order accuracy, communication, and internal handoffs. • Perform other duties as assigned by the manager.