Customer Service Representative

Promat by Etex; Maryville (TN); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary with annual review

Fully paid medical, dental, & vision benefits

Outstanding paid time off policy

Student Loan Assistance up to $5,000

Learning and Development Opportunities

Job summary

Promat by Etex is looking for a Manufacturing Customer Service Representative in Maryville, Tennessee. This role focuses on internal customer satisfaction, managing the order fulfillment process, and ensuring smooth communication across departments.

The ideal candidate has exceptional problem-solving skills and can thrive in a fast-paced environment, demonstrating a strong customer focus and attention to detail. Previous experience in customer service and proficiency with Microsoft Office are required.

Qualifications

• Experience in customer service via phone, email, or in-person.
• Proficiency in Microsoft Office primarily required.
• Must possess superb time management and organizational skills.

Responsibilities

• Make independent decisions on issues of escalation and resolution.
• Manage the full purchase order intake process.
• Maintain a positive professional disposition in all customer situations.

Skills

Customer relationship management

Verbal communication

Problem-solving

Attention to detail

Education

Associate or Bachelor Degree

High School diploma

Tools

SAP

Microsoft Office (Word, Excel, Outlook)

Job description

Manufacturing Customer Service Representative

What’s in it for you?

• Competitive salary with annual salary review and bonus.
• FULLY paid top tier medical, dental, & vision benefits for you and your family.
• Outstanding paid time off policy.
• Student Loan Assistance, up to $5,000 annually as eligible.
• Learning and Development Opportunities including Tuition Reimbursement.
• Highly engaged culture, stable workforce, within a strong, growing global company.

The Customer Service Representative role will be the focal point for internal customers, with a business centric focus. CSRs are reactive, driving processes, finding answers, and solving problems. This position has a focus on issue resolution and streamlining internal communication. They will work together with our supply chain and planning functions to increase customer satisfaction (both internal and external). This position is a dynamic role that owns the order fulfillment process and creates value through ensuring that customers get the best experience throughout all steps of the customer journey. The ideal candidate for this role is someone who can thrive in a fast-paced ever-changing environment that requires resilience and determination to meet the demands of all stakeholders within the industries we serve. Ability to prioritize, follow-through, attention to detail, and accuracy are critical in this position.

What you’ll do:

• Make independent decisions on issues of escalation and resolution.
• Consistent awareness of customer needs and the ability to proactively manage those needs by mitigating problems and providing solutions that the customer can value.
• Ensure incoming customer purchase orders are reviewed and acknowledged and passed through the internal contract review procedure to begin the order process.
• Manage the full purchase order intake process with external customers: identify proper quotes, order process activities within SAP, work with functional areas to schedule product manufacturing, and shipping.
• Assist in determining root cause on open issues, gather clear/concise feedback on issues, remove barriers to complete open orders and raise concerns through the organization when necessary.
• Represent Customer Service on weekly update review meetings with primary plant via open purchase order review, identify issues, raise questions/concerns and obtain/drive solution.
• Manage backlog; Prepare and analyze reports to lead the discussions and manage processes to deliver on customer commitments, identify issues, seek solutions, and communicate resolutions to the customer care team.
• Maintain a positive professional disposition in all customer situations, internal and external.
• Active participant in company safety processes to include wearing the proper safety equipment and ensuring all visitors to our facility, including drivers adhere to this process.
• Actively work on projects and company initiatives with the support and guidance of the Customer Service Lead, Customer Order Fulfilment Manager, and other key team members.

What you’ll bring:

Required

• Experience dealing with customers via phone, email, or in-person. Customers include internal cross functional team members, external end user customers and vendors.
• Associate or Bachelor Degree plus one year of previous job-related experience in a professional business environment or a minimum of a High School diploma along with a minimum of three years’ experience building and managing customer relationships.
• Positive outward communications (verbal & written) in all situations. Verbal communication and listening skills are especially important.
• Proficiency in Microsoft Office; Word, Excel, and Outlook required, PowerPoint preferred.
• Experience with SAP a plus.
• Capable of building solid trusting customer relationships through strong customer focus at each customer touchpoint.
• Exceptional problem solving and analytical skills and the ability to think independently.
• High attention to detail and accuracy.
• Must possess superb time management skills and demonstrate the ability to organize and manage multiple priorities throughout the day.
• Must be a committed team player who seeks to do the right thing for the team, customer and business.
• Experience working in a team environment and at ease identifying issues and raising questions.

Preferred

• Experience in Customer Service for technical or industrial products.
• Experience with MRP, order entry, or CRM systems.
• Experience in a manufacturing environment.