Customer Service Representative

Customer Service Representative Permanent Pay Range Min. $76,117.00 Pay Range Max. $97,940.00 Customer Service Representative Be the connection that keeps customers, orders, and teams moving forward. We're looking for a Customer Service Representative to build strong customer partnerships and coordinate the work that turns customer requirements into reliable service. You'll manage assigned accounts across the customer lifecycle-from order fulfillment and account support to issue resolution and relationship management-working closely with Sales, Operations, Supply Chain, Quality, Finance, and other teams. Your work will help strengthen customer satisfaction and retention, support commercial goals, and improve the way we serve our customers. Key Responsibilities • Serve as the primary contact for assigned customer accounts, build trusted relationships, and support customer onboarding and new business integration. • Manage customer orders from entry through shipment and invoicing, including related inventory, delivery, pricing, product, and service inquiries; maintain accurate transactions and system updates. • Coordinate order fulfillment across Operations, Planning, Logistics, Production, Quality, Finance, and other teams; monitor status and communicate risks, delays, and resolution plans. • Lead customer communications about operational activities, product availability, service performance, and issue resolution; support customer business reviews. • Investigate escalated concerns and order discrepancies, identify root causes, and coordinate corrective actions with the appropriate teams. • Monitor customer service indicators, analyze demand, order patterns, inventory needs, and service metrics, and prepare reports and analysis to support decisions and forecasts. • Identify trends, risks, and opportunities affecting customer performance and business results, and share relevant insights with internal partners. • Partner with Sales and Commercial teams to support customer retention, account objectives, and business growth. • Coordinate customer requirements, priorities, projects, product transitions, and process changes with cross-functional teams. • Identify and recommend improvements to processes, systems, and customer experience; contribute to operational excellence initiatives and adoption of best practices. • Support business continuity and emergency management activities as assigned. • Maintain accurate customer information, handle confidential data carefully, and follow applicable company policies, customer requirements, data privacy standards, and business procedures. Qualifications Required • 3-5 years of experience in customer service, account management, supply chain, order management, or business operations. • Experience with ERP systems and customer relationship management tools. • Proficiency with Microsoft Office, including Excel, Outlook, Teams, and PowerPoint. • Strong customer relationship, written and verbal communication, presentation, negotiation, and conflict-resolution skills. • Ability to manage multiple priorities, exercise sound judgment, analyze information, and resolve complex issues involving multiple teams. • Organized, collaborative approach and ability to influence outcomes across customer and internal organizations. Preferred • Bachelor's degree in Business Administration, Supply Chain Management, Communications, Marketing, or a related field; an equivalent combination of education and experience may be considered. • Experience in manufacturing, chemicals, metals, industrial, or a related business environment. • SAP experience and familiarity with customer order management, fulfillment, inventory, and supply chain processes. • Experience with business reporting and data analysis tools. • APICS/ASCM or Customer Service Management certification. Physical Requirements This is primarily an office-based role involving extensive computer use and regular customer communication. Occasional travel may be required for customer meetings, business reviews, or training. Curious? Apply now! Any further questions? If you need any assistance or have questions, please contact [redacted] or visit our website at jobs.heraeus.com.