CUSTOMER SERVICE REPRESENTATIVE

ALL-STATE INDUSTRIES INC•Elk Grove Village, IL

1d•Onsite

About The Position

The Customer Service Representative serves as a key point of contact for customers, supporting the full lifecycle of orders from receipt through shipment and post-delivery follow-up. This role includes a combination of customer interaction and administrative/order processing responsibilities. This role is critical to delivering high-quality customer experience in a rubber die cutting manufacturing environment, ensuring accuracy, responsiveness, and proactive communication at every stage.

Requirements

High School Diploma or GED required
1-2+ years of customer service or order management experience, preferably in manufacturing
Proficiency in Microsoft Office (Excel, Word, Outlook, Teams)
Experience with ERP systems (AS400 or similar preferred)
Ability to learn and navigate EDI systems and multiple customer platforms
Strong organizational skills and ability to follow detailed processes
Strong problem solving and decision making skills

Responsibilities

Act as a customer contact for all order-related inquiries, updates, and issue resolutions
Proactively communicate order status, delays, and solutions
Respond to customer inquiries via phone, email, EDI systems, and customer portals
Partner with customers to understand requirements, specifications, and expectations
Manage the entire order process from receipt to shipment and follow-up
Review and validate customer purchase orders for accuracy and feasibility
Enter and maintain orders in ERP systems (AS400 or similar)
Coordinate order changes, revisions, and cancellations
Monitor open orders and ensure timely fulfillment
Process and manage EDI transactions including order receipt, acknowledgements, and updates
Navigate and maintain customer-specific portals for order entry, updates, and tracking
Ensure data accuracy and timely updates across all systems
Troubleshoot discrepancies between customer systems and internal systems
Work closely with Production, Quality, Purchasing, and Sales to ensure orders meet customer requirements
Communicate priorities, expedite requests, and resolve production or delivery issues
Coordinate tooling requirements and special customer specifications
Support continuous improvement efforts throughout the department and the organization
Prepare and provide pricing, quotes, and lead times
Develop a working knowledge of rubber die cutting products, materials, and processes
Invoice completed orders and reconcile billing accuracy
Maintain organized records of customer orders, correspondence, and documentation
Provide backup support within the customer service team