Customer Service Representative

MSI Express, Inc.; Chicago (IL); On-site; USD 42,000 - 50,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Dental Insurance

Vision Insurance

401k Match

Job summary

MSI Express, Inc. is seeking a Customer Service Representative to act as the primary liaison for customers, ensuring accurate order processing, proactive communication, and exceptional service.

You will coordinate with Production, Inventory, Shipping, Accounting, and Sales to manage orders and maintain strong customer relationships.

Qualifications

• High school diploma or GED required.
• Associate's degree preferred.
• 2+ years of customer service, order management, account support, or related experience.
• Manufacturing, food industry, or supply chain experience preferred.
• Experience with ERP and EDI systems preferred.

Responsibilities

• Manage customer orders, validate pricing, quantities, and delivery dates.
• Monitor open orders and communicate status, shortages, or delays.
• Maintain accurate order information and customer records in company systems.
• Provide timely updates regarding orders, shipments, and product availability.
• Build and maintain positive customer relationships through professional communication and follow-through.
• Coordinate with Production, Inventory, Shipping, Accounting, and Sales teams to meet customer requirements.
• Support resolution of issues impacting orders and delivery commitments.
• Troubleshoot order discrepancies, billing issues, returns, and customer complaints; escalate when necessary.

Skills

Customer service

Communication

Organization

Problem-solving

Attention to detail

MS Office proficiency

Education

High school diploma or GED

Associate's degree

Tools

ERP systems

EDI systems

Job description

Job Description:

Job Type

Full-time

Pay Range

$42,000.00 - $50,000.00 per year

Benefits

• Health insurance
• Paid time off
• Dental Insurance
• Vision Insurance
• 401k Match

Work Location

In person

ROLE PURPOSE/POSITION SUMMARY

The Customer Service Representative serves as the primary liaison between MSI Express and its customers, ensuring accurate order processing, proactive communication, and exceptional service. This role coordinates with Production, Inventory, Shipping, Accounting and Sales teams to manage customer orders, resolve issues, and ensure on-time delivery while building strong customer relationships.

KEY ACCOUNTABILITIES/PRIMARY DUTIES & RESPONSIBILITIES

• Customer Order Management Process and manage customer orders, validating pricing, quantities, and delivery dates.
• Monitor open orders and communicate order status, shortages, or delays.
• Maintain accurate order information and customer records within company systems.
• Customer Support & Communication Serve as the primary point of contact for customer inquiries.
• Provide timely updates regarding orders, shipments, and product availability.
• Build and maintain positive customer relationships through professional communication and reliable follow-through.
• Other related duties as assigned.
• Cross-Functional Coordination Partner with Production, Inventory, Shipping, Accounting, and Sales teams to meet customer requirements.
• Communicate customer priorities and changes to internal stakeholders.
• Support resolution of issues impacting customer orders and delivery commitments.
• Problem Resolution Investigate and resolve order discrepancies, billing issues, returns, and customer complaints.
• Escalate issues when necessary and ensure timely resolution.
• Document customer concerns and corrective actions.
• EDI & Systems Support Support EDI (Electronic Data Interchange) order processing and troubleshoot transaction errors.
• Ensure accurate data entry and system integrity across order management platforms.
• Assist with customer onboarding and system-related inquiries as needed.

QUALIFICATIONS/ CAPABILITY PROFILE

• Minimum Education High school diploma or GED required.
• Associate's degree preferred.
• Minimum Experience 2+ years of customer service, order management, account support, or related experience.
• Manufacturing, food industry, or supply chain experience preferred.
• Experience with ERP and EDI systems preferred.

Minimum Knowledge, Skills & Abilities

• Strong customer service and relationship management skills.
• Excellent verbal and written communication skills.
• Strong organizational and problem-solving abilities.
• High attention to detail and accuracy.
• Proficient with Microsoft Office and business systems.
• Ability to effectively manage multiple priorities in a fast-paced environment.

Working Conditions/Physical Requirements

Onsite position based in a professional office environment.

Frequent use of computers, phones, and other office equipment.

Regular interaction with customers, suppliers, and internal teams via phone, email, and in person.

Occasional visits to manufacturing and warehouse areas, requiring adherence to all safety and GMP requirements.

Requires prolonged periods of sitting, repetitive keyboard use, and ability to move throughout the facility as needed.

Occasionally lift or carry up to 15 pounds.

MSI Express is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are a single-source contract manufacturing and packaging company, delivering innovative engineering solutions from our strategically located network of manufacturing facilities.