Custom Service Representative

Customer Service Representative

Location: PMA Friction Products, Batavia, IL

Job Summary:

The Customer Service Representative will be responsible for managing customer orders and invoicing, ensuring timely and accurate processing while maintaining excellent communication with our customers. This role is vital to ensuring that our customers receive the best experience when interacting with our company, from order placement through to delivery and billing.

Key Responsibilities:

• Customer Order Entry:
• Receive and process customer orders as the come in.
• Confirm and verify order accuracy, including customer information, product specifications, pricing, quantities, and delivery dates.
• Communicate any discrepancies or issues with customers in a professional and timely manner.
• Invoicing:
• Prepare and send invoices to customers upon completion of their orders.
• Ensure invoices are accurate by verifying order details, pricing, and shipping costs.
• Follow up on unpaid invoices and assist with accounts receivable as needed.
• Customer Support:
• Act as the primary point of contact for customer inquiries, including product information, order status, and delivery updates.
• Resolve customer concerns or complaints by coordinating with internal teams (production, shipping, accounting) to find timely and effective solutions.
• Order Tracking & Communication:
• Monitor the progress of customer orders and ensure on-time delivery and keep customers informed of any delays or issues in production or shipping.
• Collaborate with the production and Shipping teams to ensure accurate delivery timelines.

• Administrative Duties:
• Maintain accurate and up-to-date customer records in the ERP system.
• Assist in preparing reports related to customer orders, invoicing, and customer satisfaction.
• Support other administrative tasks as needed to contribute to the smooth operation of the office.

Requirements:

• Education: High school diploma or equivalent. Associate degree or relevant certification is a plus.
• Experience: 1-2 years of customer service experience, preferably in a manufacturing or order-processing environment.
• Skills:
• Strong attention to detail and organizational skills.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Experience with ERP systems (e.g., Infor VISUAL) is preferred but not required.
• Excellent verbal and written communication skills.
• Ability to handle multiple tasks efficiently in a fast-paced environment.
• Strong problem-solving skills and the ability to work independently and as part of a team.

Additional Qualifications:

• A positive attitude with a customer-first mindset.
• Strong time management skills and the ability to prioritize tasks effectively.
• Familiarity with basic accounting or invoicing processes is a plus.
• Willingness to learn new systems and processes as required.