Customer Service Representative

Customer Service Representative

We are seeking a Customer Service Representative (CSR) at our site in Phoenix to serve as the primary commercial and operational liaison between customers and internal teams in a medical, contract manufacturing environment. This role is responsible for managing customer accounts, coordinating order fulfillment, and ensuring exceptional service while contributing to value creation for customers and the organization.

The CSR operates with a strong understanding of FDA/ISO-regulated manufacturing requirements, quality systems, and supply chain dynamics, applying principled decision-making and continuous improvement to enhance customer outcomes.

Key responsibilities include:

• Serve as the primary point of contact for customers, ensuring accurate, timely communication of purchase orders, forecasts, shipping requirements, and organizational capabilities.
• Manage customer interactions from order receipt through delivery, including processing contracts, change requests, RFQs, cancellations, and pricing updates with precision and compliance.
• Coordinate cross-functionally with Planning, Manufacturing, Quality, Regulatory, Engineering, Supply Chain, Sales, and S&OP to ensure on-time, compliant delivery and aligned forecasts.
• Monitor order status, backlog, capacity constraints, and material availability; proactively communicate risks and recommend solutions to protect supply continuity.
• Negotiate and resolve issues related to quantity, pricing, delivery schedules, and service expectations while balancing customer value and company sustainability.
• Convey customer complaints and monitor issue resolution by accurately documenting concerns, coordinating investigations with Quality and other teams, supporting root cause analysis, communicating updates and resolutions to customers, and contributing to process improvements to prevent recurrence.
• Identify and implement opportunities to improve service levels, reduce total cost, increase reliability, and enhance overall customer satisfaction.
• Maintain thorough and accurate documentation in compliance with FDA, ISO 13485, change control, traceability, and customer-specific quality requirements.
• Support account reviews and customer visits.
• Safeguard confidential customer information while upholding regulatory compliance, and ethical decision-making standards.
• Contribute to continuous improvement initiatives, KPI tracking (OTD, order accuracy, responsiveness), and scalable best practices to strengthen long-term customer partnerships.

Required qualifications include:

• Minimum of 2+ years of customer service experience, preferably within a manufacturing or regulated industry environment, demonstrating strong account management and customer communication skills.
• Experience working with OEM manufacturing and/or ERP systems, with the ability to accurately manage orders, forecasts, documentation, and cross-functional coordination within a production environment.

What will put you ahead:

• Proficiency in SAP
• Associate degree in a business-related field, or equivalent combination of education and relevant customer service or manufacturing experience.

Key qualifications & competencies include:

• Demonstrated customer-centric mindset with the ability to build strong, trust-based relationships and deliver responsive, value-driven service.
• Strong written, verbal, and interpersonal communication skills, with the ability to clearly convey requirements, risks, and solutions across cross-functional teams and customer stakeholders.
• Proficiency in Microsoft Office (Word, Excel) and manufacturing/ERP systems to support accurate order management, reporting, and data analysis.
• Analytical and problem-solving capabilities to support root cause analysis, evaluate tradeoffs, and drive data-informed decision-making.
• Strong organizational, time management, and business math skills to effectively manage multiple accounts, priorities, and deadlines.
• Ability to work effectively under pressure, manage competing priorities, and maintain accuracy in a regulated environment.
• Skilled negotiation and conflict resolution across a range of issues including pricing, quantity, delivery schedules, and service expectations.
• Collaborative team player with a willingness to learn cross-functional processes and contribute to continuous improvement initiatives.
• Working knowledge of regulated manufacturing environments (e.g., medical device quality systems) preferred.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.