Job Summary
The Customer Service Associate – Supports global customers by managing moderately complex orders, inquiries, and service issues within a manufacturing environment. This role works closely with internal teams across multiple regions—including manufacturing, supply chain, logistics, quality, and sales—to ensure accurate order fulfillment and high customer satisfaction. The Level 2 Associate operates with greater independence than entry-level roles and serves as a reliable resource for problem resolution and process adherence across global operations.
Essential Job Duties and Responsibilities
- Manage customer accounts and inquiries related to global orders, deliveries, pricing, and service issues
- Support the full order lifecycle, including order entry, order changes, lead times, production status, shipping coordination, and invoicing
- Communicate with global manufacturing plants, planners, and logistics teams to resolve order-related issues
- Handle moderately complex issues such as backorders, partial shipments, delivery delays, and product substitutions
- Assist with aftermarket support, including returns, warranty claims, and RMA coordination
- Support international shipments by coordinating required documentation and following established export and trade compliance procedures
- Accurately document customer interactions, transactions, and resolutions in ERP and CRM systems
- Escalate complex, high-risk, or urgent issues to senior team members or leadership as appropriate
- Adhere to global customer service processes, policies, and service-level expectations
- Contribute to continuous improvement efforts by identifying recurring issues and process gaps
Education and Experience Requirements
Education:
- High school diploma or equivalent (associate’s preferred)
Experience:
- 2–3 years of customer service experience in a manufacturing, industrial, or global business environment
- 2+ year of SAP Order Entry experience preferred
Preferred Skills and Abilities
- Customer-focused mindset
- Cross-functional collaboration
- Time management and organization
- Effective issue resolution
- Cultural awareness and professional communication
- Adaptability to changing production and business needs
Working Conditions and Physical Demands
Office environment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Travel Required
None
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