Sr. Customer Service Rep

INDIANA MILLS & MANUFACTURING INC•Antioch, IL

7d•Onsite

About The Position

The Senior Customer Service Representative (CSR) serves as the key liaison between the customer and the plant, ensuring seamless coordination across Production, Quality, and Logistics to meet customer requirements. This role manages complex orders, resolves production-related issues, tracks delivery schedules, and ensures product quality and on-time delivery in a fast-paced automotive manufacturing environment. The Senior CSR also provides guidance to junior team members and drives process improvements to enhance operational efficiency and customer satisfaction.

Requirements

High school diploma or equivalent; Associate/Bachelor’s degree in Business, Supply Chain, Manufacturing, or related field preferred.
3-5 years of customer service experience in automotive manufacturing or high-volume production environment.
Strong knowledge of production processes, inventory management, and logistics.
Excellent communication, problem-solving, and conflict resolution skills.
Proficiency in ERP systems (e.g., SAP, Oracle, Plex) and Microsoft Office Suite (Excel, Word, Outlook).
Ability to manage multiple priorities, meet deadlines, and work in a fast-paced environment.

Nice To Haves

Experience with OEM or Tier 1 automotive customers.
Familiarity with Lean manufacturing, 5S, Kaizen, or continuous improvement initiatives.
Knowledge of automotive quality standards (IATF 16949, APQP, PPAP).
Bilingual (English/Spanish) a plus

Responsibilities

Serve as the primary contact for assigned automotive customers, managing order intake, updates, and confirmations.
Monitor production schedules, coordinate with plant operations, and track order status to ensure timely delivery.
Communicate proactively with customers regarding order changes, delays, or quality issues.
Maintain accurate records of customer interactions, orders, and production notes in ERP and CRM systems.
Collaborate closely with Production Supervisors, Manufacturing Engineers, and Quality teams to resolve order or product issues.
Monitor production workflow and inventory levels to align customer demands with plant capabilities.
Assist in prioritizing production orders, balancing urgent customer needs with overall production capacity.
Coordinate with Shipping, Warehousing, and Logistics teams to ensure accurate and timely product dispatch.
Track and communicate delivery performance metrics to both customers and internal stakeholders.
Support material planning and inventory management for raw materials, WIP, and finished goods.
Generate and analyze reports on order status, production output, delivery performance, and customer satisfaction metrics.
Monitor KPIs such as order accuracy, on-time delivery, and production responsiveness.
Provide actionable insights to management to drive process improvements.
Mentor and support junior customer service representatives in production-related processes.
Provide guidance on handling complex customer issues, production coordination, and internal communication.
Foster collaboration between customer service, production, quality, and logistics teams.