Customer Service Representative

Responsibilities: Serve as a primary point of contact for assigned foundry, OEM, and private-label customers, providing timely and professional support by phone and email. Partner closely with the National Accounts Manager and Business Development Managers to support customer inquiries, account activity, new-business opportunities, and ongoing relationship management. Support the RFQ and quotation process by gathering customer requirements, coordinating pricing and lead-time information, preparing or routing documentation, and tracking open items for follow-up. Enter, maintain, and update customer, contact, quote, opportunity, activity, and follow-up information in CRM and related sales systems to ensure accurate visibility for the sales team. Process and monitor customer orders, purchase orders, releases, changes, and confirmations; provide accurate pricing, lead times, ETAs, shipment status, and other order information. Proactively communicate production delays, schedule changes, shipment issues, quality concerns, or other items that could affect customer commitments. Coordinate with Foundry Operations, Scheduling, Engineering/Technical, Quality, Supply Chain, Shipping, and Finance to resolve customer needs and ensure commitments are understood and addressed. Investigate and help resolve customer complaints, returns, credits, shipping discrepancies, documentation requests, and other service issues, escalating when appropriate while maintaining ownership of customer follow-up.

Qualifications: Minimum 3 years of customer service, order management, inside sales support, or account support experience in a durable-goods, manufacturing, industrial, automotive, or similar B2B environment. Demonstrated experience supporting a sales organization and working directly with business customers on orders, pricing, lead times, delivery expectations, and issue resolution. Hands-on experience using CRM software to maintain customer information, sales activity, opportunities, follow-up actions, and account history. Experience with ERP and order-management systems required; Oracle experience is preferred. Excellent verbal and written communication skills with a demonstrated ability to maintain a positive, professional, and solutions-oriented customer interface, including during escalations or service disruptions. Strong organizational skills, attention to detail, follow-through, and ability to manage multiple customer priorities in a fast-paced manufacturing environment. Strong problem-solving skills and a sense of urgency, with the ability to coordinate across departments and drive issues to resolution. Proficiency in Microsoft Excel, Word, Outlook, and Adobe; ability to learn and navigate multiple software applications efficiently. High school diploma or equivalent required; associate or bachelor degree in business or a related field is preferred. Experience supporting foundry, casting, automotive OEM, engineered products, or make-to-order manufacturing customers is preferred.

Physical Requirements: This is primarily a sedentary role that requires extended periods of sitting at a desk and regular use of a computer, including typing and navigating between software applications. The position requires frequent communication with customers and internal teams by phone, email, and other electronic systems.