Job Description
The Customer Service Representative serves as our primary point of contact with customers and supports the successful processing and fulfillment of customer orders. This position works closely with both customers and internal departments to communicate order requirements, provide accurate and timely information, resolve customer concerns, and help ensure customer expectations are met.
Essential Functions
- Serve as a primary point of contact for assigned customers regarding orders, product availability, delivery status, and general inquiries.
- Enter, review, and maintain customer orders accurately within our ERP/NetSuite system.
- Review customer purchase orders for accuracy and completeness, including part numbers, quantities, pricing, shipping requirements, and requested delivery dates.
- Monitor open customer orders and proactively communicate potential delays, changes, or other issues that may affect customer requirements.
- Coordinate with production, Planning, Shipping, Sales, and other departments to obtain accurate order status and delivery information.
- Provide order acknowledgments and communicate changes to pricing, availability, lead times, or delivery dates as appropriate.
- Respond to customer questions and concerns in a professional, timely, and solutions-oriented manner.
- Assist with resolving order discrepancies, shipping issues, returns, credits, and other customer-related matters by coordinating With the appropriate internal departments.
- Communicate customer-specific requirements and special instructions to appropriate internal personnel.
- Maintain accurate customer records, order notes, correspondence, and other dcm'mentation.
- Develop and maintain effective working relationships With customers and internal departments to support timely and accurate order fulfillment.
- Identify recurring customer or order-related issues and communicate opportunities for process improvement.
Core Competencies
- Safety Awareness — Ability to identify and correct or report conditions that affect the safety Of employees.
- Customer Focus — Demonstrates a commitment to understanding customer needs and providing responsive, professional service While balancing customer expectations with company capabilities.
- Communication — Communicates clearly, professionally, and respectfully with customers and coworkers through verbal and written communication.
- Attention to Detail — Maintains accuracy When entering and reviewing orders, pricing, quantities, dates, customer requirements, and Other order-related information.
- Organization & Prioritization — Effectively manages multiple customers, orders, deadlines, and requests in a fast-paced environment.
- Problem Solving — Identifies issues, gathers appropriate information, involves the necessary resources, and works toward practical solutions.
- Collaboration — Works effectively across departments and recognizes that successful customer service requires coordination between Sales, production, Planning, Quality, and Shipping.
- Accountability — Takes ownership of customer requests and assigned responsibilities and follows issues through to appropriate resolution.
- Adaptability — Responds effectively to changing priorities, customer requirements, production schedules, and business needs.
- Professionalism — Maintains a professional and constructive approach When handling difficult conversations, competing priorities, or customer concerns.
Education / Experience Requirements
- High school diploma or equivalent required; additional education preferred.
- 2+ years Of customer service, Order management, or related experience preferred; manufacturing experience a plus.
- Experience with ERP/business systems and Microsoft Office preferred.
- Strong communication, organizational, and problem-solving skills.
About Kelco Industries:
Kelco Industries is a market leader in cost-effective, high performance, custom engineered components for a wide variety of industries. We invest in the latest technologies and top talent, and because we are privately held, we answer only to our customers – so we can make fast decisions that move our business and our customers forward.
Kelco is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We further are committed to considering all qualified individuals with disabilities and will provide reasonable accommodation as needed throughout the hiring process.
Kelco offers a competitive benefits package, including Health, Dental, Vision, Disability, and Life insurance.