Customer Service Representative - Manufacturing

Cates Control Systems, Inc.•Wylie, TX

1d•$52,000 - $58,000•Onsite

About The Position

Cates Control Systems is looking for a highly organized, customer-focused Customer Service Representative to join our growing team in Wylie, TX. This role is essential to the production of high-quality control panels used in industrial automation. You'll own customer sales orders from start to finish, ensuring every order is entered accurately, communicated clearly, and supported throughout the production process. As a Customer Service Representative, you'll serve as the administrative hub connecting our customers, sales team, engineering, purchasing, and production. If you're someone who enjoys solving problems, keeping projects organized, working with multiple departments, and providing exceptional customer service, we'd love to meet you.

Requirements

High school diploma or GED
Prior experience in customer service, order management, or manufacturing support preferred
Experience in industrial, fabrication, or project-based environments a plus
Excellent communication and customer service skills
Strong attention to detail
Strong organizational and follow-up skills
Proficiency with Microsoft Office (Excel, Outlook, Word)
Comfortable working across departments and with customers

Nice To Haves

Experience in customer service, order management, inside sales support, or manufacturing administration
Experience working with ERP systems such as Epicor
Manufacturing, fabrication, industrial automation, or project-based environment experience
Basic understanding of industrial or electrical terminology

Responsibilities

Own sales orders from receipt through closeout.
Enter, maintain, and update orders accurately in Epicor and related systems.
Issue order acknowledgements and revisions to customers.
Ensure order data remains aligned with approved scope, pricing, and delivery expectations.
Serve as a primary point of contact for customer order-related communication.
Provide timely and accurate order status updates using approved information.
Route technical, execution, or schedule questions to the appropriate internal owner.
Maintain professional, consistent, and well-documented customer interactions.
Support Production Control Managers (OEM & Custom) or Project Managers (Systems) with administrative updates, documentation management, status communication, data entry and follow-up.
Ensure customer-facing commitments reflect current execution plans.
Assist with milestone tracking and documentation where applicable.
Coordinate with Sales, Production Control, Project Management, Purchasing, Materials, and Engineering as required.
Ensure internal alignment between sales orders and execution reality.
Escalate discrepancies or risks promptly to the appropriate owner.
Maintain complete and accurate order records.
Ensure documentation supports QMS requirements and internal procedures.
Adhere to all company policies, procedures, and ethical standards.