Customer Service Representative II

Regal Rexnord•Simi Valley, CA

21h•Onsite

About The Position

The Customer Service Representative II is responsible for managing assigned key customer accounts and market segment activities, ensuring accurate order processing, effective issue resolution, and seamless coordination with internal teams. This role serves as a primary customer interface, supporting account administration, maintaining critical customer data, and leveraging product and ERP system knowledge to meet or exceed customer satisfaction objectives while supporting overall operational effectiveness.

Requirements

High school diploma or equivalent required.
3–5 years of hands‑on experience in a customer service, order management, account support, or related role within a manufacturing, distribution, or logistics.
Demonstrated experience managing customer orders end‑to‑end, including order entry, tracking, issue resolution, and customer communication.
Proven ability to support key or complex customer accounts, with exposure to varying order volumes, schedules, and service requirements.
Proficient in Microsoft suite skills and basic internet searching.
Customer focused, self-starter and creative thinking.
Excellent verbal and written communication skills.
Excellent interpersonal skills.
Must be a 'U.S. Person' (U.S. citizen, U.S. national, U.S. permanent resident, individual granted asylum in the United States, and refugee in the United States) or otherwise qualify for a license that permits them to hold the position.

Nice To Haves

Bachelor’s degree in Business, Management, Supply Chain, or a related discipline is a plus but not required.
Equivalent combination of education and relevant customer service or operations experience will be considered.

Responsibilities

Serve as the primary point of contact for assigned key customer accounts and market segments.
Process customer orders accurately and timely in the ERP system, ensuring compliance with pricing, specifications, and policies.
Monitor order status end‑to‑end and proactively communicate updates, changes, or delays to customers.
Resolve customer inquiries and service issues efficiently, coordinating with internal teams as needed.
Escalate complex or high‑risk issues appropriately while maintaining ownership through resolution.
Collaborate cross‑functionally with Sales, Planning, Production, Logistics, and Quality to support customer requirements.
Maintain accurate customer data, pricing, and documentation within ERP/CRM systems.
Meet established performance metrics, including order accuracy, responsiveness, and customer satisfaction.
Apply advanced product, system, and process knowledge to manage complex accounts independently.
Demonstrate professionalism, accountability, and adherence to company policies and service standards.
Other duties as assigned.