Job Description

JP Workman Group has partnered with an established and highly awarded Cleveland based manufacturing company to help them identify an experienced Customer Service Representative to join their team!

Job Overview: The CSR plays a vital role in processing customer orders, handling communications, and ensuring exceptional service for both domestic and international customers. The position requires strong ERP knowledge, attention to detail, and proactive communication across teams and with clients. This role supports manufacturing operations and contributes to the company’s strategic objectives by delivering high-quality customer experiences.

What This Role Offers:

• Competitive Base Salary + Bonus Potential
• Employee Stock Ownership Program
• Full Benefits including a 401k with a match
• One Friday off per month PAID
• Work Remotely Once a Week

Objectives:

• Build and maintain strong customer relationships by ensuring a smooth order experience from entry to delivery, resulting in increased customer satisfaction and repeat business.
• Foster cross-functional collaboration with production, sales, and logistics teams to proactively resolve issues and deliver consistent, reliable service outcomes.
• Enhance customer trust by delivering clear, timely communication that reduces order confusion, prevents delays, and improves overall service responsiveness.
• Reduce order errors and post-order adjustments by ensuring initial order data is accurate and aligned with customer expectations and ERP system requirements.
• Contribute to a positive onboarding experience for new customers and support long-term loyalty by ensuring their initial interactions are professional and seamless.
• Increase efficiency and reduce processing time by identifying and suggesting improvements in order handling, communication, or system usage.
• Represent the customer’s voice internally by escalating recurring issues or trends, supporting data-driven improvements to processes or policies.
• Support the company's strategic growth and global presence by ensuring international and government orders are processed in full compliance and without delay.
• Demonstrate ownership and accountability in customer issue resolution, leading to fewer escalations and a more empowered, solutions-driven team dynamic.
• Promote a culture of excellence in service by consistently modeling professionalism, dependability, and a customer-first mindset in all interactions.

Responsibilities:

• Review, analyze and process domestic and export customer orders into the ERP system.
• Process customer orders changes or cancellations.
• Create and execute export paperwork of Canadian and overseas customer base.
• Handle customer inquiries using various methods of communication: email, phone, Teams, Zoom, and web inquiries.
• Ability to create and understand Export paperwork and shipping documents i.e., proforma invoice, SED (standard export document) HS codes, and work with Export Brokers.
• Confirm inventory utilizing the ERP System D365 F&O and communicate with the production team for accurate lead times.
• Review incoming purchase orders for correct pricing, terms, and specifications requirements.
• Communicate with team members and other departments via Teams, email, and phone.
• Communicate with customers on order disposition, completion, and status changes that occur throughout the order process.
• Investigate and resolve problems outside the scope of warranty issues (i.e., loading/shipping/billing errors) to ensure customer requirements are satisfied.
• Process returns utilizing ERP system and SharePoint.
• Provide quotes when requested and generate them from ERP system
• Maintain and update Customer Master with correct information.
• Set up new prospects and or Customers in MS CE.
• Handle and field sales calls and route them to the correct salesperson or division.
• Assumes additional responsibilities as needed or directed in support of the Company’s 2025 Strategy.
• Work with a wide range of customers. Internal, external, Government, International and domestic.

Qualifications:

• Bachelor’s Degree or 4 years of experience in CS with a Manufacturing background.
• Knowledge or the ability to learn ERP systems. D365 F&O and MS CE are a plus.
• Ability to perform extremely detailed work with a high degree of accuracy.
• Must have demonstrated the ability to perform effectively as a team player and carry out assignments accurately.
• Be able to prioritize work and work independently.
• An uncompromising attitude toward quality and customer service is essential.
• Excellent organizational skills and attention to detail.
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office Products. (Word, Outlook, Excel, SharePoint, and Teams)
• Be a team player and able to service internal and external customers.

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