Customer Service Representative - Manufacturing

THE PANTHER GROUP; Franklin (MA); On-site; USD 34,000 - 49,000; Full time

Job summary

The Panther Group is seeking an experienced Customer Service Representative to join its Franklin, MA team. You will manage customer accounts from quote through shipment, coordinating with sales and operations to ensure timely delivery and a high level of service.

Ideal candidates have 4+ years in customer service or related roles within manufacturing or distribution, and are proficient with ERP/CRM systems and MS Office. This is a fully onsite position in Franklin, MA.

Qualifications

• High school diploma required.
• Bachelor’s degree preferred but not required with relevant experience.
• At least four years of experience in customer service or related roles.
• Industrial manufacturing or distribution experience preferred.
• Experience using ERP/CRM systems.
• Proficiency with Microsoft Excel, Outlook, and Word.
• Excellent written and verbal communication skills.

Responsibilities

• Manage assigned customer accounts from order entry through shipment and delivery.
• Communicate order status, expected delivery dates, shipment tracking, and follow-up information to customers.
• Enter and maintain customer orders, account details, and related information within the ERP system.
• Prepare product and service quotes based on customer requirements.
• Respond to customer inquiries, order changes, expedite requests, and delivery concerns.
• Coordinate with purchasing, manufacturing, shipping, and other internal departments to support on-time delivery.

Skills

Customer service

Order management

ERP system

CRM system

Microsoft Excel

Communication skills

Multitasking

Problem solving

Relationship building

Education

High school diploma

Bachelor’s degree preferred

Tools

ERP software

CRM software

Job description

Customer Service Representative – Manufacturing Location: Franklin, MA Pay: Up to $30 per hour, depending on experience Schedule: Monday–Friday, 8:00 a.m.– 5:00 p.m. Work Arrangement: Fully onsite The Panther Group is seeking an experienced Customer Service Representative to join a growing industrial manufacturing organization in Franklin, MA. This position manages customer accounts from quote and order entry through shipment and delivery. You will partner with customers, outside sales representatives, and internal operations teams to provide timely updates, resolve order-related issues, and support an exceptional customer experience. The ideal candidate has customer service, inside sales, order management, or account support experience within an industrial, manufacturing, distribution, or technical product environment.

Key Responsibilities

• Manage assigned customer accounts from order entry through shipment and delivery
• Communicate order status, expected delivery dates, shipment tracking, and follow-up information to customers
• Enter and maintain customer orders, account details, and related information within the ERP system
• Prepare product and service quotes based on customer requirements
• Respond to customer inquiries, order changes, expedite requests, and delivery concerns
• Proactively communicate potential delays, changes, or order issues to customers and internal teams
• Partner with outside sales representatives to support a dedicated customer base
• Coordinate with purchasing, manufacturing, shipping, and other internal departments to support on-time delivery
• Assist customers with product selection and recommend appropriate products, services, or solutions
• Develop and maintain a strong technical understanding of the company’s products
• Identify customer needs and present complementary products or solutions when appropriate
• Follow up on new leads and help identify potential customers within an assigned territory
• Build and maintain strong relationships with customers and internal business partners
• Review customer activity, order, and sales reports to identify trends or outstanding needs
• Support established customer service levels, on-time delivery goals, and quality metrics
• Participate in ongoing product and technical training
• Contribute to improvements in order accuracy, response time, and the overall customer experience

Qualifications

• High school diploma or equivalent required
• Bachelor’s degree preferred but not required with relevant experience
• At least four years of experience in customer service, inside sales, technical sales, purchasing, account management, order management, or a related sales-support environment
• Previous industrial experience is required
• Manufacturing or distribution experience is strongly preferred
• Experience managing customer orders, quotes, shipments, delivery schedules, or product inquiries
• Experience using an ERP, CRM, order-management, or similar business system
• Proficiency with Microsoft Excel, Outlook, and Word
• Ability to learn and understand technical or industrial products
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to manage multiple customer accounts, orders, deadlines, and follow-up activities
• Strong analytical, problem-solving, and relationship-building abilities
• Ability to succeed in a high-volume, fast-paced environment
• Ability to work effectively both independently and with cross-functional teams