Customer Service Representative

Tapecon, Inc.; Buffalo (NY); On-site; USD 57,308,000 - 71,002,000; Full time

Job summary

Tapecon, Inc. in Buffalo seeks a Customer Service Representative to coordinate customer inquiries, manage RFQs, and support order entry and onboarding for house accounts and outside sales reps.

You will resolve inquiries, assist with quotes, and help improve products through collaboration with sales and production teams in a manufacturing environment. Experience with ERP and technical sales is preferred.

Qualifications

• Bachelor's degree in Business or related discipline preferred or 2-year degree with equivalent work experience.
• 5+ years of customer service experience.
• Experience in a Manufacturing Environment preferred/Contract manufacturing highly preferred.
• Experience with Enterprise Resource Planning system (ERP) highly preferred.
• Experience with technical drawings highly preferred.
• Experience with technical sales highly preferred.

Responsibilities

• Coordinate customer product inquiries concerning past, current or prospective orders.
• Handle day-to-day needs of house accounts and outside sales reps.
• Assist outside sales reps with customer leads and product improvements.

Skills

Customer service

Order entry

RFQ management

Complaint resolution

Onboarding

Education

Bachelor's degree in Business or related discipline

2-year degree with equivalent work experience

Tools

ERP system

Job description

Buffalo. Tapecon. Customer Service Representative. $20 - $24.75/hour.

Coordinate customer product inquiries concerning past, current or prospective orders. Directly handle the day-to-day needs of existing customers for house accounts and outside sales reps. Use knowledge of capabilities, processes and materials application for customer/salesperson input and guidance. Assist outside sales reps with customer leads and make recommendations to salespeople and customers for improvements in products.

Essential Functions

Customer Inquiries & Follow-Up

Request for Quote (RFQ) Management

• Accurately complete and submit RFQs in a timely manner, ensuring all customer specifications are clearly understood and addressed.
• Collaborate with estimating and production teams to validate pricing and feasibility before sending quotes/estimates.
• Follow up on outstanding RFQs to maintain momentum and demonstrate responsiveness.

Complaint Resolution

• Serve as the primary point of contact for customer complaints, ensuring prompt acknowledgment and resolution.
• Document all complaints thoroughly and elevate issues when necessary to appropriate departments.
• Track complaint trends and contribute to root cause analysis and corrective action planning.

New Customer Onboarding

• Collect and verify all required customer information for accounting and system setup.
• Guide new customers through the onboarding process, including product education, sample coordination, and order placement.
• Establish strong initial relationships by setting clear expectations and providing proactive support

Order Entry & Management

• Accurately enter customer purchase orders into the ERP system, ensuring alignment with customer specifications, pricing, and agreed terms from estimate.
• Verify part numbers, revisions, quantities, and shipping requirements before order entry.
• Collaborate with production, planning & scheduling, and supply chain to confirm material availability and lead times.
• Monitor order status and proactively communicate updates or delays to customers.
• Maintain a high level of accuracy in all order documentation to minimize errors and support smooth production flow.

Engineering Change Orders (ECOs)

• Act as a key contributor in the ECO process by gathering and validating all required information from customers and internal teams.
• Initiate ECOs when appropriate and ensure all necessary details are documented for accuracy and completeness.
• Support creation or revision of parts, Bill of Materials (BOMs), drawings, and routings by providing accurate inputs and coordinating with cross-functional teams.
• Collaborate with Engineering, Supply Chain, and Production Scheduling to ensure materials, tools, and capacity are aligned with revised requirements.
• Track ECO status in the ERP and proactively communicate updates to both customers and internal stakeholders.

General Follow-Up

• Monitor the status of open inquiries and ensure timely updates are communicated to customers.
• Maintain organized records of all customer interactions to support continuity and personalized service.
• Use ERP tools to track and manage follow-ups, ensuring no customer concern is overlooked.

Requirements

Education and Experience

• Bachelors degree in Business or related discipline preferred or 2-year degree with equivalent work experience
• 5 + years of customer service experience
• Experience in a Manufacturing Environment preferred/Contract manufacturing highly preferred
• Experience with Enterprise Resource Planning system (ERP) highly preferred
• Experience with technical drawings highly preferred
• Experience with technical sales highly preferred