Customer Service Representative - Manufacturing

Dalsin Industries Inc•Bloomington, MN

3d•Onsite

About The Position

The Customer Support Representative (referred to below as CSR) is the transactional customer-facing role responsible for post-sale communications and administrative execution that keeps the quote-to-order and order-to-ship processes running smoothly. The CSR issues acknowledgements and shipping notifications, coordinates status and delivery communications, manages RMAs and minor quality follow-up, handles simple reorder interactions (coordinating order input with the Order Entry team), and acts as the reliable operations hub between customers and internal teams (Production, Purchasing, Estimating, Account Managers and Finance). The CSR does not perform Account Manager duties (relationship ownership, scoping, commercial approval) and will perform order entry. Reporting relationships: Reports to the Director of Sales. Interact daily with Account Managers, Estimators, Production/Shop Management, Purchasing, Quality, Order Entry and Finance.

Requirements

High school diploma or equivalent required
2+ years of customer service, order-management or operations support experience in manufacturing, distribution or technical services
Comfortable with ERP/MRP (Epicor preferred), CRM tools
Microsoft Office (Outlook/Excel)
Strong written and verbal communication
Ability to manage multiple operational tasks reliably
Problem Solving and Escalation — triage issues, engage the right stakeholders and track to resolution.
Continuous Improvement Mindset — identify ways to reduce errors, shorten response time and improve customer experience.
Emotional Intelligence — manage customer expectations, remains calm under pressure and maintains professional composure.
Customer Focus – customer advocate in the post-sale process. Partners with Account Managers to ensure excellent customer experience.
Customer Communication — clear, timely, professional, focused on resolution.
Order Accuracy and Attention to Detail — accurate order entry, documentation and disciplined follow-through.
ERP/CRM Proficiency — ability to create thorough transaction notes, retrieve order history and maintain contact data (does not perform order input).
Time and Priority Management — manage multiple concurrent customer requests and operational priorities in a timely manner based on guidelines.
Teamwork and Collaboration — partner effectively with Sales, Estimating, Production and Order Entry to deliver seamless customer experience.

Nice To Haves

Associate degree or relevant coursework preferred. Other combinations of equivalent experience and training considered.
Metal fabrication industry experience a plus

Responsibilities

Acknowledge customer communications (email/portal/phone) promptly and professionally; provide routine order status, scheduling and delivery information.
Send and manage order acknowledgements, shipping notifications and delivery confirmations to customers and internal teams.
Maintain the customer contact cadence for transactional items and ensure customers receive timely updates on schedule or delivery changes.
Manage RMA initiation and coordination: collect return details, document damage or quality information, manage logistics, coordinate quality inspection and corrective action with Quality and Production, and communicate resolution to customers.
Coordinate minor quality follow-up activities and ensure corrective actions are captured and communicated. Escalate complex quality issues to Account Managers and Quality leadership.
Accurately enter orders with information from Account Managers, Estimators and SMEs.
Handle customer requests for routine/simple reorders (no specification changes) by verifying reorder details, confirming pricing/lead time expectations with Estimating/Account Management as needed, and enters orders into Epicor/ERP.
Track reorder progress and confirm acknowledgements and delivery status with customers.
Monitor shipments, update customers on carrier tracking and delivery exceptions, and coordinate with Shipping and Production to resolve transit or delivery issues.
Work with Purchasing and Production to gather lead-time and material availability information for customer updates.
Execute and document clean handoffs between Sales (Account Manager), Estimating, Order Entry and Production per the standard checklist; ensure traceability in the ERP/CRM.
Escalate non-routine or technical issues (scope changes, pricing exceptions, manufacturability questions) to the Account Manager or Estimator and follow through until resolution.
Act as the customer’s operational point of contact for transactional items while Account Managers retain commercial ownership.
Maintain accurate and auditable transaction records (order acknowledgements, RMAs, shipping notifications, status notes) in Epicor and CRM; ensure contact and transaction data meets hygiene standards.
Maintain standard acknowledgement templates, RMA forms and transactional checklists; propose and implement process improvements that reduce errors and speed response time.
Reconcile shipping, RMA and order status information with Billing and Finance as required.
Track recurring service issues and collaborate with cross-functional teams to address root causes and reduce transactional friction.
Support weekly sales operational reporting by feeding timely order status, backlog and RMA metrics to Account Managers and Director of Sales.
Train and mentor order-support teammates and contribute to the CSR process playbook.