Customer Service Representative/Customer Account Coordinator

Medbio, Inc.; Michigan; On-site; USD 42,000 - 64,000; Full time

Job summary

Medbio, Inc. is seeking a Customer Service Representative/Customer Account Coordinator to manage customer accounts, oversee sales order processes, and gather forecasts in ERP systems.

The role emphasizes building strong customer relationships, advocating for customer needs, and ensuring timely communication on orders and delivery. You will collaborate across departments, review pricing decisions, and maintain accurate records in CRM and ERP.

Qualifications

• Associate’s degree or applicable industry experience.
• 3+ years of experience as a Customer Service Representative or in a similar role in manufacturing.
• Proficiency with Microsoft Office Suite.

Responsibilities

• Serve as the primary point of contact for assigned customer accounts via email, phone, and virtual meetings, building strong and positive relationships.
• Actively engage in customer virtual calls with professional on-camera presence and participate in on-site visits as needed.
• Represent the voice of the customer in internal meetings, advocating for their needs, expectations, and feedback and drive issue resolution for customer concerns, complaints, returns, and product issues.
• Maintain accurate records of customer interactions and transactions using the ERP and CRM systems, as well as customer portals, when necessary.
• Responsible for sales order management, including initiating and overseeing the customer purchase order process, conducting contract reviews, confirming orders, managing order changes and customer returns, and identifying and resolving any order discrepancies or abnormalities.
• Manage and review open order reports with the management/operations team, collaborating with internal departments to understand and communicate the delivery status of outstanding orders; communicate any changes to the committed delivery schedule to customers in a timely manner.
• Provide customer-directed shipment requirements such as schedule, quantities, destination, transportation method, special instructions, and communication as necessary across departments.
• Gather forecasts from assigned customers, review for accuracy and consistency with historical trends and current business conditions, and enter the data into the ERP system.
• Evaluate and recommend pricing for current production parts based on material cost fluctuations and other relevant factors, ensuring proposed changes are aligned with company strategy and submitted for management approval.
• Develop a strong understanding of assigned customers’ parts, programs, markets, and product categories for each part in production, while actively learning about customer needs and priorities to strengthen relationships, identify new business opportunities, and support effective account management.
• Collaborate with Operations, Shipping, Production, Quality, Tooling, Sales, Finance, and Engineering personnel to guarantee the best customer experience.
• Maintain a clean, neat, professional, and safe work environment.
• Support and adhere to corporate mission, vision, and value statements and policies.
• Perform other duties as assigned by Sales Management.

Skills

CRM/ERP

Microsoft Office

Communication

Negotiation

Organization

Education

Associate’s degree

Tools

CRM software

ERP software

Job description

Customer Service Representative/Customer Account Coordinator

• Job Category: Customer Service , Manufacturing

The Customer Service Representative manages customer accounts, coordinating communications and fostering relationships to support satisfaction, retention, and growth. They oversee sales order management, forecast entry, and lead the price adjustment process. This role advocates for the voice of the customer internally, drives issues resolution, and collaborates across departments to ensure successful delivery of Medbio products and services.

Major Duties and Responsibilities

• Serve as the primary point of contact for assigned customer accounts via email, phone, and virtual meetings, building strong and positive relationships.
• Actively engage in customer virtual calls with professional on-camera presence and participate in on-site visits as needed
• Represent the voice of the customer in internal meetings, advocating for their needs, expectations, and feedback and drive issue resolution for customer concerns, complaints, returns, and product issues.
• Maintain accurate records of customer interactions and transactions using the ERP and CRM systems, as well as customer portals, when necessary.
• Responsible for sales order management, including initiating and overseeing the customer purchase order process, conducting contract reviews, confirming orders, managing order changes and customer returns, and identifying and resolving any order discrepancies or abnormalities.
• Manage and review open order reports with the management/operations team, collaborating with internal departments to understand and communicate the delivery status of outstanding orders; communicate any changes to the committed delivery schedule to customers in a timely manner.
• Provide customer-directed shipment requirements such as schedule, quantities, destination, transportation method, special instructions, and communication as necessary across departments.
• Gather forecasts from assigned customers, review for accuracy and consistency with historical trends and current business conditions, and enter the data into the ERP system.
• Evaluate and recommend pricing for current production parts based on material cost fluctuations and other relevant factors, ensuring proposed changes are aligned with company strategy and submitted for management approval.
• Develop a strong understanding of assigned customers’ parts, programs, markets, and product categories for each part in production, while actively learning about customer needs and priorities to strengthen relationships, identify new business opportunities, and support effective account management.
• Collaborate with Operations, Shipping, Production, Quality, Tooling, Sales, Finance, and Engineering personnel to guarantee the best customer experience.
• Maintain a clean, neat, professional, and safe work environment.
• Support and adhere to corporate mission, vision, and value statements and policies.
• Perform other duties as assigned by Sales Management.

Organizational Relationships

• Directly reports to the Customer Service Manager, while working closely with production management, engineering, and sales. Needs to be a team player and work closely with entire Medbio team.

Experience and/or Educational Requirements

Education

• Associate’s degree in applicable field or applicable industry experience required.

Experience

• 3+ years of experience as a Customer Service Representative or in a similar customer-facing role.
• Previous experience in a manufacturing setting.
• Proficiency with Microsoft Office Suite.
• Experience with CRM and ERP systems preferred.
• Strong communication, negotiation, and interpersonal skills.
• Excellent organizational and time-management abilities.
• Attention to detail, proactive problem-solving, and follow-through.
• Ability to work collaboratively in a cross-functional, fast-paced environment.
• A commitment to providing outstanding customer service that builds trust and long-term relationships.