Customer Service & Materials Representative
About The Position
AS Raymond is seeking a Customer Service & Materials Rep to support both customer-facing operations and material procurement activities. This hybrid role serves as a key liaison between customers, suppliers, sales, operations, engineering, and supply chain teams to ensure exceptional customer experience while maintaining material availability to support business objectives. Approximately 50% of this role is focused on customer service responsibilities including account support, order management, issue resolution, Voice of the Customer initiatives, and sales support. The remaining 50% is focused on materials coordination activities including inventory management, supplier communication, purchase order administration, and supply continuity. The ideal candidate is detail-oriented, customer-focused, analytically driven, and able to effectively manage multiple priorities in a fast-paced manufacturing and distribution environment.
Requirements
- Minimum 2-4 years of experience in customer service, materials coordination, purchasing, supply chain, inside sales, or related business functions.
- Experience working within ERP systems and Microsoft Office applications, particularly Excel.
- Strong organizational skills with the ability to manage multiple priorities simultaneously.
- Demonstrated problem-solving and analytical capabilities.
- Strong written and verbal communication skills.
- Ability to effectively collaborate across departments and with external customers and suppliers.
- Detail-oriented with a commitment to accuracy and follow-through.
Responsibilities
- Serve as a primary point of contact for customers, ensuring timely and professional responses to inquiries, orders, pricing requests, and service issues.
- Develop strong customer relationships focused on increasing customer satisfaction, loyalty, and retention.
- Support existing business while identifying opportunities to strengthen customer engagement and growth.
- Coordinate customer communications regarding order status, inventory availability, shipment updates, and issue resolution.
- Collect and communicate Voice of the Customer (VOC) feedback to drive continuous improvement initiatives.
- Partner closely with sales, operations, engineering, procurement, and logistics teams to ensure seamless customer experience.
- Support outside sales representatives through quote follow-up, order management, product information, and customer communication.
- Monitor customer service metrics and assist in implementing process improvements to improve service levels and operational efficiency.
- Identify and escalate customer risks while supporting timely resolution of issues.
- Maintain accurate customer records and transaction data within company systems.
- Monitor open customer and supplier orders and provide status updates to internal stakeholders.
- Contact suppliers to obtain order status information.
- Identify stock buy orders that need expedited and customer-priority orders as directed.
- Maintenance of open PO report to ensure suppliers are shipping on time. Escalate on time delivery issues to respective Buyer
- Communicate supplier updates, delays, and revised delivery dates to customer service, sales, and operations teams and accurately updating M3 accordingly
- Obtain shipment confirmations, tracking information, and proof of delivery as needed.
- Assist with special projects and other duties assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
