Customer Service Representative - Manufacturing, Slippery Rock

Customer Service Representative
The Customer Service Representative is responsible for managing customer orders and communications throughout the order-to-cash cycle.
This role ensures accurate order entry, monitors production schedules and lead times, and coordinates with internal departments including sales, production planning, logistics, and accounting to ensure on-time delivery and customer satisfaction.
The position serves as the primary point of contact for customers regarding orders, product availability, and delivery status.
Responsibilities
Serve as the main contact for customer inquiries via phone, email, and online systems.
Process customer purchase orders and enter them accurately into the ERP system.
Confirm order details including pricing, quantities, delivery dates, and shipping instructions.
Coordinate with production and scheduling teams to confirm product availability and manufacturing lead times.
Provide customers with order status updates, shipment tracking, and delivery confirmations.
Address and resolve customer concerns, complaints, or discrepancies in a timely manner.
Process order changes, returns, and credits as needed.
Maintain accurate customer records, order details, and documentation.
Support the sales team with quotes, order information, and customer communications.
Work with logistics and shipping teams to coordinate deliveries and resolve transportation issues.
Monitor open orders and proactively communicate potential delays or issues.
Work cross-functionally with production, quality, logistics, and accounting teams to resolve issues quickly.
Qualifications
High school diploma or equivalent required; associate's or bachelor's degree preferred.
2+ years of customer service or order management experience, preferably in a manufacturing or industrial environment.
Proficiency in Microsoft Office Suite, especially Excel.
Experience with ERP systems (such as Oracle or similar) preferred.
Understanding of manufacturing processes, production scheduling, and lead time management is preferred.
Strong communication and problem-solving skills.
Excellent attention to detail and organizational abilities.
Ability to manage multiple orders and priorities in a fast-paced environment.
Skills and Competencies
Customer-focused mindset with proactive communication
Strong coordination and follow-through
Capable of managing priorities independently
Ability to coordinate across production, logistics, and sales teams
Problem resolution and conflict management
Comfortable with digital collaboration
Working Conditions
Office environment within a manufacturing facility.
Regular communication with production, logistics, and sales teams.
Standard business hours with occasional need for schedule flexibility depending on customer needs.