Manufacturing Customer Service Representative

Grover Corporation; Glendale (WI); Sur place; USD 42 000 - 52 000; Plein temps

Résumé du poste

Grover Corporation, a Milwaukee-based manufacturing company, is seeking a Manufacturing Customer Service Representative. The role focuses on delivering exceptional customer service throughout the order-to-delivery process and acting as a primary contact for customers regarding quotes, orders, and delivery commitments.

You will collaborate with Sales, Engineering, Quality, Scheduling, and other teams to ensure accurate orders, prompt issue resolution, and timely communication.

Qualifications

• Experience in manufacturing customer service or order-to-delivery processes.
• Familiarity with ERP and CRM systems.
• Strong communication and problem-solving skills.

Responsabilités

• Provide customers with accurate quotes, including lead times.
• Manage customer expectations regarding orders, pricing, lead times, and delivery commitments.
• Provide order confirmations within 24 hours of receiving customer orders.
• Proactively communicate with customers regarding delays, order status, and changes.
• Respond to customer inquiries and complaints promptly.
• Document customer calls and activities in the CRM.
• Coordinate with Sales, Engineering, Quality, and Scheduling to ensure accurate orders.

Connaissances

Customer service

ERP systems

CRM systems

Order entry

Communication

Cross-functional teamwork

Outils

ERP systems

CRM systems

Description du poste

Our Milwaukee Manufacturing Company is Hiring!

Listed below are Grover’s current career opportunities. We are always looking for great people, so if you don’t see a role that fits your interests, please visit our “Contact Us” page and tell us about yourself. There is always a chance we can find the right position for the right person.

Position:Manufacturing Customer Service Representative

The Manufacturing Customer Service Representative is responsible for providing exceptional customer service throughout the order-to-delivery process. This position serves as a key point of contact for customers, manages customer expectations, coordinates solutions to customer needs, resolves issues, and maintains accurate customer and order information within the company’s ERP and CRM systems.

The Manufacturing Customer Service Representative works closely with Sales, Engineering, Quality, Scheduling, and other internal teams to ensure customer orders are processed accurately, issues are resolved promptly, and customers receive timely and effective communication. Manufacturing experience is preferred.

• Provide customers with accurate quotes, including applicable lead times.
• Manage customer expectations regarding orders, pricing, lead times, and delivery commitments.
• Provide order confirmations within 24 hours of receiving customer orders.
• Proactively communicate with customers regarding late deliveries, order status, and other changes.
• Respond promptly to customer inquiries and complaints.
• Respond to initial customer inquiries within four hours whenever possible.
• Communicate shipment information to customers, including tracking numbers when applicable.
• Set up new customers in the company’s ERP and CRM systems.
• Maintain accurate and timely customer records in the CRM.
• Document customer calls, communications, and activities in the CRM.
• Monitor customer account portals for orders, returns, quality alerts, and other customer requirements.
• Maintain a high level of customer satisfaction and professionalism in all interactions.
• Work with Engineering to develop solutions for new parts and customer requirements.
• Enter quotes accurately into the CRM system.
• Initiate work on customer requests and RFQs promptly.
• Prepare and communicate quotes in an efficient and timely manner.
• Finalize customer orders following quote acceptance.
• Escalate complex or unresolved issues to the appropriate supervisor.
• Work collaboratively with Quality to investigate and resolve customer issues.
• Track customer issues using the appropriate Return Material Authorization (RMA) process.
• Document investigations and customer issues in the CRM.
• Locate and track jobs that are currently in process.
• Work with Scheduling to establish and communicate realistic delivery commitments.
• Proactively communicate with customers regarding delays or other issues.
• Escalate issues to the supervisor when appropriate.
• Work to resolve customer concerns as quickly and effectively as possible.
• Provide backup coverage and support for other team members as needed.
• Assist with order entry responsibilities.
• Participate in one‑on‑one meetings with the supervisor.
• Attend and actively participate in daily team roundups.
• Attend company and employee meetings.
• Pursue opportunities for personal and professional development.
• Demonstrate and support Grover Corporation’s core values.
• Work collaboratively with internal departments to achieve company and customer goals.

Grover Corporation is an Equal Employment Opportunity Employer. Employment decisions are made without regard to legally protected characteristics in accordance with applicable federal, state, and local laws.

This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or working conditions associated with the position. Duties may be modified or assigned as business needs require.

We're Hiring Veterans.

Growing and improving Grover, by hiring men and women who have served in our Military is an objective we are committed to. Check it out here.