R.M. Lucas - Customer Service Representative

Summary:

The Customer Service Representative serves as the primary point of contact for assigned customer accounts. This position is responsible for building and maintaining strong customer relationships, managing the order process from order entry through delivery, and ensuring a positive customer experience at every stage of the order lifecycle. While working closely with customers, sales reps, and internal departments, the Customer Service Representative ensures orders are processed accurately, delivered on time, and any issues are resolved in a timely and professional manner. Through proactive communication, critical thinking, and cross-functional collaboration, this role contributes to customer retention, operational efficiency, and the achievement of company objectives.

Essential Duties and Responsibilities. Other duties may be assigned.

• Assumes the role of customer Account Manager for assigned accounts, including new order requests, quote requests, expedite requests, order modifications, RMA requests, accounting inquiries, delivery concerns, and other customer requests from Order to Remittance (OTR).

• Serves as the primary point of contact for assigned customer accounts and builds strong customer relationships through professional and timely communication via phone and email.

• Manages customer orders from order entry through shipment and delivery, ensuring accuracy, timely fulfillment, and a high level of customer satisfaction.

• Reviews and verifies customer pricing prior to order entry and coordinates pricing updates with Sales and Accounting when necessary.

• Monitors inventory levels and product availability to support customer demand and communicates potential shortages or delays proactively.

• Coordinates with Production, Purchasing, Warehouse, Shipping, Sales, and Accounting to resolve customer inquiries and order-related issues.

• Attends daily production meetings and effectively communicates order status, production updates, shipment information, and delays to customers and sales representatives.

• Provides proactive communication regarding order status, shipment schedules, inventory concerns, and delivery expectations.

• Coordinates freight quotes, pickups, delivery appointments, and shipment scheduling with carriers and third-party logistics providers.

• Investigates and resolves customer complaints, freight claims, delivery issues, quality concerns, and order discrepancies.

• Prepares and distributes assigned customer open order reports, inventory reports, and other customer-specific reporting.

• Maintains accurate customer and order information within SAP and other company systems.

• Acts as a liaison between customers and internal departments to ensure customer expectations are met and business objectives are achieved.

• Is proactive in identifying potential problems or opportunities to improve productivity, quality, and reduce waste.

• Communicates effectively with RM Lucas employees across all departments.

• Follows through on tasks, projects, and responsibilities as assigned.

• Maintains confidentiality of customer and company information.

• Supports continuous improvement initiatives and departmental goals.

• Work independently or as a member of a cross functional team to complete various projects.