Manufacturing Customer Service Representative II

Wescon Controls, LLC • Wichita, KS

1d

About The Position

The Manufacturing Service Representative II (“CSR”) role is responsible for managing customer parts orders through the entire process – order entry through delivery. Communicates directly with customers and coordinates with other internal departments (Production, Supply Chain, Shipping, etc.) to meet service expectations. Works under minimal supervision.

Requirements

• Solid working knowledge of ERP and/or EDI systems
• Strong Microsoft Office skills, including Excel, PowerPoint, Outlook and Word
• Excellent customer support skills – outstanding verbal and written communication and strong business etiquette skills for telephone and personal contact
• Ability to multi-task, prioritize and manage time effectively with minimal oversight
• Strong attention to detail
• Strong organizational and customer relationship skills
• Ability to follow instructions and meet deadlines
• High school diploma or GED equivalent
• Minimum of three years’ experience in a customer facing role
• Prior experience working with an ERP system (i.e., SAP)
• Experience working with customer portals

Nice To Haves

• Experience with major customer portals (e.g., Ariba) for order entry, tracking, and documentation exchange
• Skilled in monitoring portal activity to track status updates, delivery schedules, or customer messages
• Familiarity with customer scorecards or performance metrics accessed through portals
• Associate’s or Bachelor’s degree
• Experience working with SAP
• Experience in a similar type role in a manufacturing environment

Responsibilities

• Manages day-to-day order management for assigned customers
• Enter and maintain customer orders via ERP/EDI/email with attention to delivery timelines
• Communicates with production, supply chain and shipping departments to provide proactive updates on order delays or changes
• Responds to customer inquiries related to pricing, availability and order status
• Monitors and follow-up on backorders and expedite requests
• Processes returns (RMA’s), shipping discrepancies and documentation requests
• Completes customer-facing forms such as compliance, vendor questionnaires and shipping certificates
• Assists with new Customer Service Representatives on-boarding process and answers new hire questions
• Assists Customer Service Representative III when needed
• Reliable to work scheduled days and hours

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees