Customer Service Representative - 1st Shift -… at Fire… · Springfie…

Job purpose

The Customer Service Representative is responsible for providing exceptional service to internal and external customers while supporting the quoting, order entry, and front-end operational processes. This position serves as a key liaison between customers, Sales, Engineering, and Operations to ensure customer requirements are clearly understood, accurately quoted, and effectively communicated throughout the order process.

The position reviews customer requests for quote, specifications, drawings, purchase orders, and technical requirements to develop accurate and timely quotes. The Customer Service & Quoting Specialist also processes customer orders, creates and maintains work orders, communicates order status, coordinates customer changes, and assists in resolving issues throughout the customer order lifecycle.

Success in this role requires strong customer service skills, attention to detail, an understanding of manufacturing processes, and the ability to manage multiple priorities and deadlines in a fast-paced environment.

Duties and responsibilities

• Serve as the primary point of contact for customers regarding orders, order status, changes, concerns, replacement parts, and general inquiries.
• Support the quotation process by preparing, reviewing, and following up on customer quotes to ensure accuracy and timely response.
• Build and maintain professional relationships with customers, dealers, Sales, and internal departments.
• Review and process customer purchase orders, including sales orders, order acknowledgements, and required changes.
• Provide timely and accurate updates regarding quotes, production schedules, order status, and anticipated completion dates.
• Coordinate customer requirements, changes, and concerns with Engineering, Operations, Sales, and other applicable departments.
• Prepare and maintain BOMs, routing estimates, and other documentation required for accurate quoting and manufacturing.
• Collaborate with Engineering and Operations on lead time questions.
• Request and evaluate vendor and subcontractor pricing from Procurement as needed and prepare accurate, timely customer quotations.
• Manage multiple customer accounts, quotes, orders, and projects while maintaining accurate records within the company’s ERP system.
• Maintain a working knowledge of company products, manufacturing capabilities, processes, and services.
• Support production planning, scheduling, and continuous improvement initiatives as needed.
• Perform additional duties and provide cross-functional support based on business needs.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree in Business, Manufacturing, Engineering, or related field preferred.
• Previous experience in customer service, quoting, estimating, order management, or manufacturing preferred.
• ERP experience required; Epicor experience preferred.
• Ability to read and interpret customer specifications, engineering drawings, BOMs, routings, and technical documentation.
• Proficiency in Microsoft Office, particularly Excel, Outlook, and Word.
• Strong mathematical, analytical, and problem-solving skills with the ability to develop accurate estimates and resolve discrepancies.
• Excellent written and verbal communication skills with a strong customer-service focus.
• Strong organizational and time-management skills with the ability to manage multiple priorities and meet deadlines.
• Detail-oriented, self-motivated, and adaptable with the ability to work independently and collaboratively across departments.

Working conditions

• Fast-paced office and manufacturing environment require multitasking and adherence to customer and production deadlines.
• Moderate noise is associated with a business office and manufacturing environment.
• Regular use of computers, phones, ERP systems, and other office equipment.
• Ability to work independently and collaboratively in a team environment.
• Occasional interaction with the production floor may be required.
• Ability to greet and assist visitors in a professional and welcoming manner.

Physical requirements

• Regularly required to sit and/or stand for extended periods.
• Frequent computer and telephone use.
• Specific vision abilities required include close vision associated with computer work, drawings, specifications, and detailed documentation.
• Light to moderate lifting may occasionally be required.
• Regular and predictable attendance is required, including additional hours as business demands dictate.

Additional Information

• Monday through Friday, 8:00am - 4:30pm schedule
• Onsite Position
• Pay starting at $19.00 per hour
• Benefits Eligible