Customer Service & Inside Sales Representative

Jimmy Jazz; Streetsboro (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

Viking Forge is seeking a Customer Service Representative to serve as the main liaison for routine customer inquiries, process orders, and manage open orders and reports. You will coordinate with Sales, Production, Shipping, Quality, and Accounting to ensure smooth order flow and delivery schedules.

The role requires strong organizational skills, clear written and verbal communication, and the ability to work with internal teams and CRM/ERP systems.

Qualifications

• Experience in order management, customer service, or manufacturing preferred.
• Proficient with Microsoft Office; ability to learn CRM, ERP systems.
• Strong organizational skills and attention to detail.
• Ability to communicate effectively with customers and internal teams.

Responsibilities

• Serve as primary contact for routine customer questions and requests.
• Review incoming purchase orders for pricing, quantities, part numbers, delivery requirements, and other order details; elevate discrepancies for review.
• Enter and process customer orders, issue order acknowledgements, and confirm acceptance or required changes with customers.
• Monitor open orders, releases, forecasts, and demand changes; identify items requiring internal action or customer communication.
• Provide customers with accurate updates regarding order status, production timing, shipments, and delivery schedules.
• Prepare and distribute open-order reports and review order status, forecasts, and future demand with customers as needed.
• Coordinate customer requirements and open issues with Sales, Production, Shipping, Quality, Accounting, and other internal departments.
• Support release management, shipment scheduling, quantity confirmations, and delivery adjustments.
• Prepare and distribute customer surcharge documentation in accordance with established pricing and internal direction.
• Monitor outstanding quotations and maintain internal quote documentation, review folders, meeting records, and quote status information.
• Maintain accurate customer contacts, part information, pricing, specifications, account history, and completed quote, order, and customer documentation in HubSpot and internal systems.
• Participate in customer meetings, business reviews, and scheduled account calls as requested.
• Provide customer, order, forecast, pricing, and other relevant account information to internal departments as requested.
• Perform other customer service and administrative duties as assigned.

Skills

Organizational skills

Attention to detail

Written communication

Phone communication

Email communication

Customer service

Manufacturing experience

CRM/ERP systems

Independent worker

Tools

HubSpot

Job description

• Job Category Customer Service, Inside Sales, Clerical
• Industry Administrative, Manufacturing, Customer Service
• Manage Others No

Contact information

Description

• Serve as a primary point of contact for routine customer questions and requests, providing timely and professional follow-up.
• Review incoming purchase orders for pricing, quantities, part numbers, delivery requirements, and other order details; elevate discrepancies or exceptions for review.
• Enter and process customer orders, issue order acknowledgements, and confirm acceptance or required changes with customers.
• Monitor open orders, releases, forecasts, and demand changes; identify items requiring internal action or customer communication.
• Provide customers with accurate updates regarding order status, production timing, shipments, and delivery schedules.
• Prepare and distribute open-order reports and review order status, forecasts, and future demand with customers as needed.
• Coordinate customer requirements and open issues with Sales, Production, Shipping, Quality, Accounting, and other internal departments.
• Support release management, shipment scheduling, quantity confirmations, and delivery adjustments.
• Prepare and distribute customer surcharge documentation in accordance with established pricing and internal direction.
• Monitor outstanding quotations and maintain internal quote documentation, review folders, meeting records, and quote status information.
• Maintain accurate customer contacts, part information, pricing, specifications, account history, and completed quote, order, and customer documentation in HubSpot and internal systems.
• Participate in customer meetings, business reviews, and scheduled account calls as requested.
• Provide customer, order, forecast, pricing, and other relevant account information to internal departments as requested.
• Perform other customer service and administrative duties as assigned.

Requirements

• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Professional written, phone, and email communication skills.
• Ability to communicate effectively with customers and internal departments across varying levels of technical knowledge.
• Experience in order management, customer service, or manufacturing is preferred.
• Interest in and aptitude for learning manufacturing processes, technical terminology, and product requirements.
• Proficiency with Microsoft Office and the ability to learn CRM, ERP, and other internal systems.
• Ability to work independently.

Summary

The Customer Service Representative serves as a key link between Viking Forge customers and internal departments. The position is responsible for routine customer communication, order processing, open-order management, reporting, and coordination of customer requirements. Routine responsibilities are handled independently, while exceptions are escalated to the appropriate manager or department.