Customer Service Representative/Lead

Heritage Cutter•Decatur, IN

1d•Onsite

About The Position

Decatur Diamond, a privately held, US manufacturer of diamond-based, precision cutting tools, is seeking a qualified Customer Service Representative for our production facility located in Decatur, Indiana. Decatur Diamond has a broad offering of diamond-based, industrial cutting tools. Our products include, but are not limited to, the Ultra Mill milling cutter and associated diamond-based cartridges, inserts, fixed-pocket brazed tools, CVD coated solid carbide rounds and inserts, as well as very high precision, diamond based-complex rounds (e.g., automotive reamers, valve seat and guide tools, etc.). We are seeking a dynamic and experienced Customer Service Representative to join our department. This is a small department with two positions. The person we are seeking will be willing and able to take a lead role within the department. The successful candidate will have the opportunity to earn the position of Customer Service Manager within 12 to 18 months based upon performance. Our customer service department is in a fast-paced manufacturing environment. The hours for this position will be 8:00 AM – 5:00 PM, Monday through Friday.

Requirements

Ideally will have 3 years of experience in customer service/inside sales, preferably within a manufacturing or industrial environment.
Experience, ability and willingness to work across functional departments.
Familiarity with Enterprise Resource Planning (ERP) or Customer Relationship Management (CRM) systems.
Eager to learn, progress and aspire to the Customer Service Manager position.
Excellent written and verbal communication, interpersonal, and leadership skills.
Strong problem-solving, decision-making, and analytical abilities with a data-driven approach to process improvement.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Ability to work in a fast-paced environment, multitask, and adapt to shifting priorities.

Responsibilities

Act as the primary escalation point for complex customer issues, maintaining strong relationships with key accounts and ensuring proactive communication regarding order status, delays, and resolutions.
Work as a liaison between Customer/Outside Sales Department and Engineering initiating RFQs through completion and communicating final quote to Customer/Outside Sales.
Oversee the order entry and processing cycle, coordinating closely with the sales, production, quality, and shipping departments to ensure timely and accurate delivery of products.
Analyze feedback and data to identify areas for improvement and implement solutions to streamline operations and reduce errors.
Monitor and report on key performance indicators (KPIs) such as customer satisfaction, on-time delivery, and order accuracy.
Ensure the team maintains comprehensive knowledge of the company's product lines, specifications, and industry standards to provide accurate information and technical advice to customers.