Customer Service Representative
About The Position
G3 Industries is seeking a highly motivated and customer-focused Customer Service Representative (CSR) to join our team. This position serves as a key liaison between our customers and internal departments, ensuring exceptional customer service, accurate order processing, effective communication, and on-time delivery performance. The ideal candidate will thrive in a fast-paced manufacturing environment, possess strong communication and problem-solving skills, and be committed to building lasting customer relationships while supporting operational excellence. This is a full-time, on-site position with occasional travel to other G3 Industries locations as required. Due to the highly collaborative nature of supporting a manufacturing operation, this position requires regular interaction with Production, Planning, Scheduling, Quality, Shipping, Purchasing, and Sales teams. Being on-site allows the Customer Service Representative to quickly respond to customer inquiries, production changes, and delivery concerns; access real-time information regarding manufacturing schedules, inventory, capacity, and shipment status; collaborate directly with cross-functional teams to resolve issues and meet customer expectations; participate in production meetings, operational reviews, and continuous improvement initiatives; support customer visits, audits, and internal meetings when necessary; maintain strong communication between customers and plant operations to ensure accurate and timely information; proactively identify and address challenges before they impact customer satisfaction; and assist with urgent customer requests and changing priorities in a dynamic manufacturing environment.
Requirements
- Associate degree in Business, Marketing, Customer Service, Supply Chain, or a related field preferred.
- Equivalent combination of education and relevant experience will be considered.
- Minimum of 2 to 4 years of customer service, account management, sales support, or related experience.
- Experience in a manufacturing environment is highly preferred.
- Proven experience providing exceptional customer service.
- Strong problem-solving and decision-making abilities.
- Excellent written, verbal, and interpersonal communication skills.
- Strong organizational skills and attention to detail.
- Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
- Strong team-oriented mindset with a positive and professional attitude.
- Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and Teams.
- Experience working with ERP/MRP systems preferred.
- Ability to analyze customer requirements and coordinate actions across multiple departments.
- Self-motivated with the ability to work independently while remaining highly collaborative.
Responsibilities
- Serve as the primary point of contact for customers via phone, email, and in-person interactions.
- Receive, process, and manage customer orders while ensuring accuracy and timely execution.
- Monitor customer orders and communicate updates, schedule changes, and customer requirements in a professional and timely manner.
- Maintain direct account responsibility for up to 50% of the company's active customer base.
- Deliver world-class customer service by addressing inquiries, concerns, requests, and issues promptly and professionally.
- Implement and support on-time delivery procedures while tracking and reporting performance metrics.
- Ensure compliance with company policies, ISO standards, quality requirements, work instructions, and procedures.
- Download, review, interpret, and act upon customer schedules, forecasts, and work instructions from customer websites and portals.
- Collaborate with Sales Representatives to assess customer needs, review market conditions, pricing schedules, and discount opportunities.
- Provide backup support and assistance to other Customer Service team members as needed.
- Participate in continuous improvement efforts focused on customer satisfaction, efficiency, and operational performance.
- Contribute ideas and recommendations that support company profitability, growth, and customer retention.
- Support special projects and additional assignments as directed by the Director of Sales & Marketing.
- Maintain respectful, positive, and professional communication with both internal and external customers at all times.
- Support special projects, initiatives, and assignments as directed by the Director of Sales & Marketing.
- Assist with process improvement efforts that enhance customer satisfaction and operational efficiency.
- Participate in training and development activities as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
