The Senior Customer Service Representative is the primary customer-facing contact for assigned original equipment manufacturer and industrial accounts. The role translates customer demand, releases, orders, and delivery requirements into accurate internal priorities and coordinates with Materials, Planning, Production, Shipping, Quality, Finance, Sales, Engineering, and Information Technology to protect customer supply and support reliable delivery performance.
This position independently manages complex transactions and escalations, identifies supply and delivery risk, leads recovery communication, maintains accurate customer and system data, and contributes to process improvement, standard work, and team capability.
Key Responsibilities
• Manage assigned customer accounts as the day-to-day point of contact for releases, orders, schedule changes, delivery questions, shortages, premium freight, returns, claims, and other service issues.
• Review customer demand and electronic releases against inventory, production schedules, capacity, material availability, lead times, and shipping status; promptly communicate significant changes and risks.
• Process, validate, and maintain customer orders, releases, forecasts, pricing, ship-to data, and master data in applicable ERP, EDI, and customer portal systems.
• Monitor finished-goods and relevant work-in-process inventory and coordinate cross-functional actions to prevent customer disruption, including shortage management, allocation, recovery plans, and escalation.
• Coordinate shipment priorities and transportation actions with Planning, Production, Shipping, Logistics, and Materials. Recommend expedites or premium freight when required and support documentation of cause, approval, and cost responsibility.
• Provide timely, accurate customer communication on order status, delivery commitments, recovery timing, and open issues. Ensure commitments are documented and followed through to closure.
• Investigate delivery, order, pricing, invoicing, return, and credit issues with Finance, Sales, Quality, Engineering, and Operations; coordinate corrective action and communicate resolution.
• Manage return material authorization and related transactions in accordance with established approval, quality, financial, and customer requirements.
• Maintain account records, customer-specific requirements, routing instructions, packaging or labeling information, contact lists, and documented standard work.
• Support new product launches, engineering changes, phase-ins/phase-outs, customer onboarding, and changes in customer systems or procedures by coordinating data readiness and communication.
• Analyze recurring service issues and performance trends, identify root causes with cross-functional partners, and implement improvements that strengthen delivery reliability and customer experience.
• Support customer service metrics and operating reviews, including delivery performance, backlog, past-due orders, expedites, premium freight, response time, and issue closure.
• Serve as an escalation resource and subject-matter expert for complex account or system issues; train colleagues on customer requirements, systems, and standard work as needed.
• Protect confidential customer and company information and comply with quality, safety, trade compliance, cybersecurity, record-retention, and internal-control requirements applicable to the role.
• Perform other related duties and support business continuity coverage as assigned.
Decision Making and Working Relationships
• Exercises independent judgment in prioritizing customer requirements, escalating risk, coordinating recovery activities, and recommending transportation or service solutions within established authority.
• Works closely with Materials Planning, Production, Shipping and Receiving, Logistics, Quality, Finance, Sales, Engineering, Program Management, Purchasing, and IT.
• Escalates potential line-down situations, unresolved shortages, significant schedule volatility, system failures, major customer complaints, and commitments that exceed established authority.
Salary Range:
$70,400 - $96,800
Internal Use Only: Salary
