Customer Service Representative

Western New York Integrated Care Collaborative, Inc.; Town of Alden (NY); On-site; USD 42,000 - 65,000; Full time

Job summary

Western New York Integrated Care Collaborative, Inc. is seeking a Customer Service Representative to deliver professional experiences for customers in a manufacturing environment.

You will support both external customers and internal teams by providing accurate information, processing orders, and coordinating communication across departments to ensure smooth workflows. The role emphasizes a customer-first mindset, collaboration with production, planning, and logistics, and maintaining CRM

Qualifications

• Experience with ERP and CRM systems in a customer service setting; SAP experience is a strong plus.
• Beginner-level proficiency with Microsoft Outlook, Word, Excel, and Teams.
• Strong verbal and written communication with a customer-first mindset.

Responsibilities

• Provide professional and friendly customer service to external customers and internal teams.
• Set up new customer accounts and process orders to support accurate and timely fulfillment.
• Coordinate customer needs with production, planning, and logistics teams.
• Follow up on customer interactions to ensure questions are resolved and expectations are met.

Skills

ERP and CRM systems

SAP

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft Teams

Customer communication

Organizational skills

Multitasking

Tools

CRM system

Job description

The Customer Service Representative plays a vital role in delivering positive, reliable, and professional experiences for our customers. Working within a manufacturing environment, this role supports both external customers and internal teams by providing accurate information, processing orders, and coordinating communication across departments. This position combines customer-facing responsibilities with operational support to ensure smooth workflows and high levels of customer satisfaction.

Key Responsibilities

• Provide Professional and Friendly Customer Service
• Engage customers and prospective customers by phone and online using a warm, attentive, and solution-focused approach.
• Provide timely and accurate information related to products, pricing, availability, and delivery.
• Address customer questions or concerns professionally, with a focus on efficient and effective resolution.
• Process customer requests accurately, ensuring a smooth and positive customer experience.

Customer Operations Support

• Set up new customer accounts with accuracy and attention to detail.
• Enter, process, and review customer orders to support accurate and timely fulfillment within the manufacturing workflow.
• Coordinate customer needs internally by communicating clearly with production, planning, and logistics teams.
• Follow up on customer interactions to ensure questions are resolved and expectations are met or exceeded.
• Maintain organized and up-to-date customer files, documentation, and records.

Support Customer Experience and Loyalty

• Accurately document customer interactions, including calls, emails, and follow-ups, in the CRM system.
• Capture relevant customer details that support consistent, high-quality service across interactions.
• Contribute to a team-focused service culture that builds trust, strengthens relationships, and fosters long-term customer loyalty.
• Assist with outbound customer outreach campaigns as assigned

Skills and Qualifications

• Experience or exposure to ERP and CRM systems in a customer service setting; manufacturing experience and prior experience with the SAP system is a strong plus.
• Beginner-level proficiency with Microsoft Outlook, Word, Excel, and Teams.
• Strong verbal and written communication skills with a customer-first mindset.
• Ability to stay organized, prioritize tasks, and manage multiple customer requests simultaneously.
• Positive, solution-oriented attitude and the ability to collaborate effectively across teams and departments.

What Success Looks Like

• Customers feel valued, supported, and well informed throughout every interaction.
• Communication with customers and internal teams is accurate, clear, and timely.
• Orders and customer requests are processed accurately and support efficient manufacturing operations.
• CRM records are complete, organized, and useful for improving service quality and customer satisfaction.
• Customers return not only for our products, but for the consistent, dependable service you provide.

“This role offers opportunities to grow product knowledge, system expertise, and cross-functional collaboration within a manufacturing organization.”