Customer Service Representative

Job Position

Summary of Position: Under the direction of the Reconditioning Manager participate and support daily production requirements as needed including the development of routings, quotes, confirmations, production output and sorting incoming customer products and production control functions as directed.

Principal Responsibilities:

• Handle customer communications (calls, emails, faxes) by providing pricing, delivery details, order status updates, and resolving inquiries, billing issues, and product concerns.
• Enter and manage purchase orders; create sales and production orders; send confirmations; and ensure accurate customer and production data in company systems.
• Maintain customer accounts and support outside sales by preparing quotes, coordinating expedites, and assisting with inspections, returns, and credit updates.
• Process and release all reconditioning paperwork, including sorting, routing, output, and preparing production orders with required prints, instructions, and tool matching.
• Coordinate and expedite reconditioning orders in collaboration with leadership, Sales, and shop floor teams; provide support to the Reconditioning Manager as needed.
• Handle shipping coordination by closing production orders, correcting quantities, preparing delivery notes, and completing required paperwork, reports, and filing (e.g., open orders, warranty work, billing).
• Unpack, sort, and identify incoming customer tools. Update or create system profiles as directed and assist the Manager with data-related corrections.
• Provide general administrative and management support as required. Maintain a strong working knowledge of company products, services, and capabilities.

Education: Minimum of High School Diploma or equivalent related experience with an emphasis in metal working or machine trades.

Skills/experience:

• Proficient in administrative and documentation procedures.
• Knowledge of customer services ethics, principles and procedures.
• Great communication skills: both written and verbal.
• Ability to maintain professionalism and composure when communicating with customer.
• Ability to read and interpret documents such as open orders, blueprints, and procedure manuals.
• Ability to prepare reports and correspondence.
• Good attention to detail, listening skills, versatility and multi-tasking.
• Knowledge of industrial cutting tools (e.g. drills, end mills, dies, etc.) preferred, but not required.
• Strong work ethic, high-energy, and detail-oriented.
• Competent in using Microsoft Word and Excel for generating written reports and spreadsheet.
• Previous experience using SAP software preferred.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.

Equal Opportunity Employer, including Veterans and Individuals with Disabilities.