Position: Customer Service Representative (CSR)
Reports to: Plant Manager
Position Location: 602 E. Walnut Street Watseka, IL 60970
Company Overview: We are a leading metal manufacturing company committed to innovation, quality, and customer satisfaction. Join our dynamic team and contribute to our mission of delivering top-notch metal products to our customers
Position Mission:
The Customer Service Representative (CSR) delivers exceptional service by addressing customer inquiries and concerns with professionalism and efficiency. The CSR collaborates with internal teams like Production, Sales, and Purchasing to meet customer needs while supporting operational goals. Using an ERP system and best practices, the CSR provides prompt, courteous support, contributing to customer satisfaction, efficiency, and profitability
Compensation: $48,000 to $68,000
Revision Level: R1 (2/21/2025)
Essential Roles and Responsibilities Overview:
- Accurately enter and maintain customer orders, changes, and status updates while ensuring data integrity and confidentiality.
- Process new orders and modifications within the ERP system, generating reports as needed.
- Provide order acknowledgments and maintain strong relationships with Sales, Accounting, Shipping, and Manufacturing for smooth order processing.
- Respond to calls, emails, and inquiries regarding order status, lead times, and issue resolution.
- Coordinate with production, shipping, and carriers to track and expedite shipments.
- Identify and resolve delivery issues by collaborating with internal teams.
- Ensure timely and cost-efficient order fulfillment.
- Drive demand, forecasting improvements to enhance customer visibility.
- Process billing and invoicing data accurately.
- Develop product knowledge to effectively assist internal and external customers.
- Resolve customer issues, improve processes, and enhance efficiency.
- Participate in ongoing training to stay updated on new parts, standards, and customer needs.
- Communicate special labeling requirements to the shipping department.
- Handle customer disputes, returns, credits, and price adjustments per policy.
- Maintain professional and courteous communication with customers and team members.
- Foster long-term customer relationships and relay feedback for continuous improvement.
- Share knowledge through training, verify accuracy in assigned tasks, and identify areas for improvement.
Qualifications & Experience:
- High school diploma or GED required.
- Minimum of three years of customer service experience, preferably in manufacturing with sheet metal stamping, fabrication, powder coating, and/or assembly in a low-to-high-volume, high-mix environment.
- Proficient in computer and keyboarding skills with advanced knowledge of NAV/ERP systems and Microsoft Office applications.
- Strong verbal and written communication skills to convey complex technical concepts in clear business terms.
- Excellent active listening skills, with the ability to fully engage in conversations, ask relevant questions, and understand key points.
- Ability to work both independently and collaboratively in a team while maintaining professionalism, clarity, and courtesy with customers.
Key Attributes:
- Demonstrates consistent attendance, maintains a well-organized work area, and provides accurate, timely feedback to team members and management.
- Capable of writing and presenting clear and professional memos, reports, emails, and presentations, with appropriate language and tone.
- Comply with company policies, ISO/TS16949 standards, and safety regulations.
- Accepts instructions and duties with a positive mindset, contributing to a collaborative work environment.
- Treats all employees with dignity, maintaining professionalism, integrity, and a positive attitude.
- Exemplifies positive behaviors and company values, serving as a role model for peers and managers.
- Actively upholds and supports company values (Integrity, People, Customer, Leadership, Safety, and Problem-Solving).
Benefits Overview:
- Competitive pay based on experience
- Health Insurance
- Dental and Vision Insurance
- Paid Time Off and Paid Company Holidays
- Employer Paid Basic Life Insurance
- Voluntary Life Insurance for Employee, Spouse, and Child(ren)
- 401(k) with Company Match
- Employer Paid Short Term and Long Disability Insurance