Job Description: Customer Relationship Representative
Reports to: President
Employment type: Exempt

Description

The Customer Relationship Representative is the primary point of contact for our customers, addressing their inquiries and service issues. They collaborate with internal teams to ensure orders are processed accurately and delivered on time, while also monitoring quality requirements to meet customer expectations. Additionally, they oversee logistics and shipping coordination to ensure smooth delivery of products to customers. This role focuses on providing exceptional customer service and support throughout the entire production process.

Responsibilities

  • Serve as the primary point of contact for buyers, addressing all their questions and service issues promptly and professionally.
  • Advocate for the customer’s needs and preferences while collaborating with the production team to deliver optimal solutions.
  • Strive to exceed customer expectations by providing proactive support and resolving issues effectively. 
  • Enter sales orders and work orders accurately into the ERP system and confirm order details with customers to ensure clarity and accuracy.
  • Collaborate with the procurement team to ensure that adequate raw materials are available to fulfill orders and generate work orders.
  • Verify physical inventory levels as necessary to verify material availability as needed.
  • Monitor the progress of orders throughout the production process, ensuring timely completion and delivery to customers.
  • Assist the Engineering department with quoting, cost analysis and repricing.
  • Follow up on submitted quotes to identify additional sales opportunities and nurture leads effectively.
  • Ensure that all quality requirements requested by customers, such as PPAP (Production Part Approval Process), are achieved.
  • Collaborate closely with the Production, Quality and Engineering teams to implement necessary measures and produce desired results.
  • Track outside services to ensure timely receipt of products, facilitating smooth delivery to customers.
  • Monitor daily shipping reports to verify that orders are shipped correctly and on schedule, addressing any discrepancies promptly.
  • Assist the Accounting Department with accounts receivable collection upon escalation.
  • Other essential job functions as assigned.

Qualifications

  • Bachelor’s degree in Business Administration, Engineering, or a related field (preferred).
  • 3+ years of proven experience in customer service or sales support roles, preferably within a manufacturing environment.
  • Proficiency in ERP systems and MS Office suite.
  • Detail-oriented with excellent organizational and multitasking abilities.
  • Knowledge of CNC machining and metal fabrication processes is a plus.
  • The ability to self-start, keeping projects and open items on track with minimal supervision.
  • Excellent communication and interpersonal skills, with the ability to effectively convey complex concepts.
  • Ability to handle multiple tasks and remain highly organized in a fast-paced environment.

(ADA) Minimum Qualifications or Standards Required to Perform Essential Job Functions

  • Interpersonal Communication: Requires the ability to speak and/or signal people to convey or exchange information related to job duties.
  • Language Ability: Requires speaking with and before others with poise, voice control, and confidence using correct English and a well-modulated voice.
  • Intelligence: Requires the ability to learn and understand relatively complex principles and techniques related to administrative and clerical duties; to make independent judgments without supervision; to acquire knowledge of topics related to primary occupation.
  • Verbal Aptitude: The ability to record and deliver information, explain procedures, and follow oral and written instructions.
  • Numerical Aptitude: Requires the ability to utilize mathematical formulas; add, subtract, multiply, and divide figures.
  • Physical Communication: Requires the ability to talk and/or hear: talking, expressing, or exchanging ideas through spoken words. (Hearing – perceiving nature of sounds by ear)
  • Ability to sit or stand for extended periods of time and to move intermittently throughout the day.