Customer Service Representative

Texas Injection Molding•Houston, TX

3h•Onsite

About The Position

This role is responsible for managing existing accounts, understanding customer needs, addressing concerns, and ensuring satisfaction with Texas Injection Molding's services. The position involves direct communication with assigned customers to confirm quotes, acknowledge orders, provide delivery status updates, and maintain regular correspondence. The representative will be a key team member in daily production meetings, managing customer orders from entry to shipment, and communicating job status and requirements both internally and externally. Strong problem-solving skills are essential for addressing issues like quality defects or missed deliveries, working with internal teams and customers to find solutions that minimize business impact. The role also includes managing accounting functions such as sales order entry, filing, establishing packing lists, and reporting performance metrics. Additionally, the representative will provide weekly reports to customers on order and inventory status, work with production on customer-related needs, create work order packets, and follow sales orders through to shipment. They will advise on work in progress, material availability, and potential production problems, facilitating interdepartmental activity. Maintaining a clean and safe work area is also required, along with utilizing IQ Management software for order entry, job scheduling, and production schedule management. The role also involves meeting company pricing standards when purchasing materials and components.

Requirements

High School Diploma Required
Minimum of 5 years of experience working at a manufacturing company, preferably in an office environment, in Customer Service or Production Planning.
Proficient in Microsoft Office
Understanding of ERP system use
Good interpersonal skills both written and verbal
Ability to make timely fact-based decisions; shows good judgment
Ability to work independently and handle projects to completion
Ability to oversee and drive customer commitments

Nice To Haves

College Degree in a business-related field preferred
Inside Sales and/or Account Management experience preferred
Purchasing experience preferred, but not necessary
Ability to speak both English and Spanish would be helpful but not necessary

Responsibilities

Manage existing accounts, understand customer needs, address concerns, and ensure satisfaction.
Communicate with assigned customers, confirming quotes, acknowledging orders, providing delivery status, and maintaining correspondence.
Participate in daily production meetings to manage customer orders from entry to shipment.
Effectively communicate internally and externally regarding job status and requirements.
Proactively address issues such as quality defects or missed deliveries, working with internal teams and customers to find solutions.
Enter sales orders into accounting and manufacturing systems.
Maintain orderly files for necessary records.
Establish Packing Lists as needed for on-time deliveries.
Establish and report performance metrics (On-Time Delivery, Returns, customer satisfaction surveys) to the Quality Department.
Provide weekly reports to customers on order status, inventory status, etc.
Work with production on any needs or issues requiring customer interaction.
Create work order packets for production, including work orders, labels, mold change forms, operator cards, and daily production report forms.
Follow sales orders from receipt to shipment, ensuring accuracy and meeting customer commitments.
Advise on work in progress, material availability, and potential production problems.
Facilitate interdepartmental activity with quality assurance, manufacturing, customer service, warehouse, engineering, etc.
Maintain cleanliness of work area and work safely.
Utilize IQ Management software to enter orders, schedule jobs, and manage the production schedule.
Meet company pricing standards when purchasing materials and components.