Job Title: Customer Service & Sales Support Job Status: Full-Time Employee Department: Customer Service / Sales Support Reports To: Materials Manager The Customer Service & Sales Support representative serves as the primary point of contact for customers and internal sales team members. This position is responsible for managing customer orders, responding to inquiries, resolving concerns, and supporting the sales team with documentation and administrative tasks. This role ensures customer expectations are met while maintaining accurate records, supporting order flow, and driving effective communication between customers and internal departments. Essential Duties and Responsibilities Customer Service & Order Management - Provide excellent customer service via phone and email, handling incoming inquiries and communications
- Consult with customers to provide product information, pricing, delivery updates, and resolve concerns
- Enter incoming orders, maintain quotes, and ensure timely response to all customer communications
- Track shipments against schedule and proactively communicate delays or changes
- Manage all order-related documentation including acknowledgements and updates
- Research and respond to customer requests regarding shipments, releases, and order status
- Exercise independent judgment in handling customer issues when supervision is unavailable
Sales Team Support - Support the sales team with required documents, reports, and spreadsheets
- Assist with quotes, customer account information, and sales-related correspondence
- Assess and anticipate customer satisfaction issues and make recommendations for process improvements
Administrative & Reporting Responsibilities - Maintain accurate filing systems for orders, changes, and shipments (daily)
- Perform annual customer file review, cleanup, and organization
- Track and report routine actions weekly and monthly to management
- Prioritize and manage multiple tasks with minimal supervision
- Maintain high attention to detail across all documentation and data entry
This description outlines the general nature and level of work expected for this position and is not intended to be an exhaustive list of duties or responsibilities. - Minimum 2 years of customer service, sales support, or administrative experience
- Manufacturing environment experience preferred
- Strong understanding of order entry, shipping processes, and customer communication
- Proficient in Microsoft Word and Excel
- Strong data entry and organizational skills
- Excellent verbal and written communication skills
- Self-motivated with the ability to multitask and prioritize effectively
- High attention to detail and accuracy
- 2-year college degree or trade school preferred
- Experience with ERP or order management systems (e.g., Estitrack or similar database systems)
- Familiarity with customer portals and order tracking platforms
- AI tool usage a plus
- Background in a manufacturing or industrial environment
- Strong organizational and time management skills
- Effective communicator with both customers and internal team members
- Problem solver with a proactive, customer-first mindset
- Ability to balance competing priorities and customer urgency
- Comfortable working in a fast-paced manufacturing environment
- Customer satisfaction and responsiveness
- Accurate and timely order processing
- Smooth coordination between customers, sales, and operations
- Reduction in order errors and customer complaints
- Competitive compensation based on experience
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Stable work environment with opportunities for growth across departments
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