Customer Service Representative
Location: Manchester, CT
Employment Type: Full-Time
Position Overview
The Customer Service Representative is responsible for managing customer orders, coordinating delivery schedules, and serving as the primary point of contact for customer inquiries related to production orders. This role works closely with shipping, production, and internal teams to ensure accurate order processing and on-time delivery.
Responsibilities
- Enter and process customer orders within the ERP system.
- Generate and manage Advance Shipping Notifications (ASNs).
- Maintain Vendor Managed Inventory (VMI) programs for assigned customer accounts.
- Communicate with customers regarding order status, scheduling updates, and delivery timelines.
- Coordinate with shipping and internal departments to ensure customer requirements are met.
- Assist with the investigation and resolution of customer complaints and quality concerns.
- Maintain customer account information and master data records.
- Provide responsive, professional customer support while building strong customer relationships.
Qualifications
- High school diploma or equivalent required.
- Previous customer service, order entry, administrative, or account support experience preferred.
- Manufacturing or industrial experience is a plus.
- Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
- Experience working with ERP systems (Epicor experience preferred).
- Strong communication, organizational, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Detail-oriented with a commitment to accuracy and customer satisfaction.
Preferred Experience
- Order processing and customer account management.
- Shipping and logistics coordination.
- Vendor Managed Inventory (VMI) programs.
- Working with customer portals and ERP systems.
- Customer complaint resolution and issue management.
Compensation & Benefits
- Competitive compensation based on experience
- Comprehensive benefits package
- Opportunity for career growth within a manufacturing environment
This position is ideal for a customer-focused professional who enjoys coordinating with multiple departments, managing customer accounts, and ensuring a high level of service throughout the order fulfillment process.
