SUMMARY

The Customer Service Representative is responsible for managing customer accounts and programs to ensure expectations are met through consistent coordination with internal teams and direct customer communication. This role supports on-time delivery of conforming parts by maintaining visibility into order status, resolving issues, and ensuring alignment between customer requirements and operational execution.

ESSENTIAL FUNCTIONS

• Serve as the primary point of contact for customer inquiries via phone, email, and in-person communication, providing accurate and timely updates
• Coordinate with internal departments to resolve customer issues, ensure alignment on priorities, and support on-time delivery of services
• Review and verify customer purchase orders against internal work orders to ensure compliance with process and contractual requirements
• Provide regular status updates to customers regarding order progress, timelines, and any potential delays
• Monitor active orders, including daily review of on-site work, to track completion status against scheduled delivery dates
• Identify and resolve issues causing delays, including orders on hold or exceeding lead times, and escalate as necessary
• Handle customer concerns and complaints, ensuring timely resolution and overall customer satisfaction
• Maintain accurate documentation and reporting related to customer orders and communication
• Support continuous communication between departments to ensure customer expectations are clearly understood and met
• Perform additional duties as assigned