Customer Service Representative

Impact ES–Grants Pass•Grants Pass, OR

1d•Onsite

About The Position

The Customer Service Representative serves as a key liaison between customers, Sales, and internal manufacturing teams within Impact Electronic Solutions' wire harness, cable assembly, electromechanical assembly, and electronics manufacturing environment. This position is responsible for supporting customer accounts throughout the order lifecycle, including order entry, order verification, order tracking, delivery coordination, and ongoing customer communication. The Customer Service Representative builds and maintains positive customer relationships by providing timely, accurate, and professional support while coordinating internally to balance customer requirements with manufacturing capabilities and business needs. The position also maintains customer records, supports customer portals and reporting requirements, and performs general administrative and front-office responsibilities as needed.

Requirements

High school diploma, GED, or equivalent required.
Strong written and verbal communication skills.
Strong organizational skills and attention to detail.
Ability to prioritize multiple customer requests, deadlines, and changing business needs.
Ability to remain professional and composed when working with customers experiencing concerns, delays, or other stressful situations.
Comfortable using computers and business software, including Microsoft Office applications.
Ability to learn and navigate ERP, CRM, customer portals, and other business systems.
Ability to work collaboratively across departments in a manufacturing environment.
Ability to exercise appropriate judgment when communicating customer commitments, concerns, and business information.
Understand, follow, and support Impact Electronic Solutions' safety policies, procedures, and workplace requirements.
Follow applicable quality, security, confidentiality, and customer-specific requirements.
Participate in continuous improvement efforts and identify opportunities to improve departmental efficiency, customer service, and internal processes.

Nice To Haves

Additional education, training, or previous experience in customer service, account management, manufacturing, or a related field is preferred.

Responsibilities

Maintain a positive, professional, and solutions-focused approach when interacting with customers, prospective customers, Sales representatives, employees, visitors, and other business partners.
Serve as a primary point of contact for assigned customer accounts and respond to customer inquiries through email, phone, customer portals, and other approved communication channels.
Process and verify customer sales orders, ensuring order information, requirements, quantities, pricing, delivery dates, and other applicable information are accurately entered into company systems.
Monitor customer orders throughout the order lifecycle and coordinate with Production, Planning, Materials, Quality, Shipping, Sales, and other departments as necessary to support customer requirements.
Proactively communicate order status and potential delivery concerns to customers and Sales representatives. Potential delays must be communicated as soon as they become known.
Process requests for quotations, customer forms, applications, documentation, and other customer requests accurately and within established customer response standards.
Enter and maintain accurate customer and prospective customer information within the Customer Relationship Management (CRM) system and other applicable business systems.
Maintain accurate records of customer interactions, transactions, commitments, comments, complaints, and other relevant account activity.
Learn and effectively manage customer portals, including order information, documentation, reporting, scorecards, and other customer-specific requirements.
Coordinate with Sales representatives regarding assigned accounts and provide appropriate visibility to significant customer communications, concerns, opportunities, and account activity.
Work with Sales representatives and customers to obtain and monitor customer performance scorecards and communicate relevant results internally.
Collaborate effectively with internal departments to resolve customer concerns, support delivery commitments, and improve the overall customer experience.
Identify opportunities to improve customer service processes, communication, workflow, and departmental efficiency and bring recommendations forward to management.
Provide professional customer support with the goal of maintaining strong customer relationships and customer satisfaction.
Greet customers, visitors, vendors, and members of the public professionally and provide front-office and switchboard support as assigned.
Perform special assignments, administrative responsibilities, and other duties as required.