Customer Service Representative

Commercial Vehicle Group, Inc.; Piedmont (AL); On-site; USD 36,000 - 48,000; Full time

Job summary

Commercial Vehicle Group, Inc. is seeking a Customer Service Representative to direct and coordinate customer service activities at an CVG facility.

The role handles orders, reviews EDI and manual orders, monitors shipments, resolves issues, and collaborates with internal teams to ensure customer satisfaction in a fast-paced manufacturing environment. The CSR acts as the primary contact for external customers on order-related matters, maintaining CVG’s reputation for accuracy and timely service.

Qualifications

• High school diploma or GED required; associate’s degree preferred.
• Minimum 2–4 years of customer service experience, preferably in a manufacturing, automotive, or trucking industry environment.
• Prior experience with automotive or commercial vehicle OEM customer service processes and ERP-based order management is a plus.

Responsibilities

• Take, confirm, enter, and manage incoming orders and open orders.
• Monitor shipments and provide customers with updates on status and timelines.
• Resolve customer issues and coordinate with Production, Shipping, Sales, and Materials teams to meet commitments.
• Manage EDI and spot order processing and ensure accurate order flow.

Skills

Customer service

ERP systems

EDI platforms

MS Office

Education

High school diploma or GED

Associate’s degree preferred

Tools

ERP software

Job description

Position Summary

The Customer Service Representative directs and coordinates customer service activities at their assigned CVG facility, serving as the primary point of contact for external customers on all order-related matters. This role is responsible for taking, confirming, entering, and managing incoming orders; reviewing EDI and manual orders; monitoring shipments; resolving customer issues; and collaborating with internal teams to ensure customer satisfaction. The CSR plays a key role in maintaining CVG’s reputation for accurate, timely, and responsive customer service in a fast-paced manufacturing environment.

Key Responsibilities

Order Management & Customer Communication

• Serve as the primary point of contact for assigned external customers; take, confirm, enter, and manage incoming orders accurately and in a timely manner.
• Key orders into the ERP system accurately, obtaining required documentation; maintain and analyze open orders to ensure accuracy of pricing, product details, and order requirements.
• Monitor open orders and take proactive actions to ensure on-time shipments; provide customers with regular updates on order status, product availability, pricing, and shipping timelines.
• Ensure drop-in and special orders are managed in a timely manner that balances customer needs with production and operations requirements; report order increases and special orders to Sales and Materials teams.

EDI & Systems Management

• Manage EDI and spot order processing; reconcile order quantities, monitor EDI error reports, and take corrective action where necessary to ensure accurate and compliant order flow.
• Operate effectively within multiple ERP and electronic order entry systems; maintain accurate and complete records of customer interactions, orders, and issue resolution.

Issue Resolution & Cross-Functional Collaboration

• Address and resolve customer complaints — product-related or otherwise — achieving first-call resolution and minimizing the need for follow-up contacts; elevate unresolved issues to management as appropriate.
• Report customer dissatisfaction to the manager for follow-up and process improvement; proactively communicate quality, delivery, or service concerns to the appropriate internal teams.
• Work cross-functionally with Production, Shipping, Sales, and Materials teams to ensure customer needs are met and commitments are kept; provide technical assistance and convey technical information to internal and external customers as needed.

Required Qualifications

• High school diploma or GED required; associate’s degree preferred.
• Minimum 2–4 years of customer service experience, preferably in a manufacturing, automotive, or trucking industry environment.

Preferred Qualifications & Desired Characteristics

• Prior experience with automotive or commercial vehicle OEM customer service processes; familiarity with EDI order reconciliation and ERP-based order management in a manufacturing environment.
• Experience supporting customers such as PACCAR, Daimler, Navistar, Volvo/Mack, or similar OEM accounts; second language proficiency a plus for facilities with international customer bases.
• A reliable, customer-focused professional who takes ownership of order accuracy and customer satisfaction — someone who stays calm under pressure, communicates proactively, and resolves issues with urgency and follow-through.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with ERP systems and EDI platforms preferred; ability to learn new systems quickly.
• Excellent written and verbal communication skills with a high degree of accuracy under pressure; strong organizational skills, attention to detail, and ability to manage multiple priorities simultaneously.
• Strong problem-solving skills and a team-oriented mindset; ability to understand and convey technical information to internal teams and customers.

CVG IS AN EQUAL OPPORTUNITY EMPLOYER

Commercial Vehicle Group, Inc (CVG) is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability, or protected veteran status.

Visa Sponsorship

At this time, we are not providing sponsorship for this role. Applicants must be authorized to work in the country of the job posting location on a full-time basis.