Customer Service Representative

Position Description

Customer Service Representative

REPORTS TO: Customer Service Representative         PREPARED/REVISED BY:         

LOCATION:       Port Washington, WI                                    DATE:  March 2025       

APPROVED BY: Sales Operations Manager                     DATE: 3/25/2025                            

REVIEWED DATE:                                                                         FLSA PAY STATUS: Non – Exempt

SUMMARY OF POSITION:

The Customer Service Representative provides effective customer satisfaction by processing customer order requirements, resolving customer concerns and evaluation of customer scorecards.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Review and process customer order requirements received via various methods, conduct contract review and order acknowledgement. All activity to follow KMC and customer specific requirements.
• Maintain customer orders, identify and communicate relevant changes with Supply Chain Department.
• Manage Excess & Obsolescence claims, enforce customer adherence to quoted minimum order quantities and lead times. 
• Establish and maintain positive relationships with customers through effective communication, demonstrating customer focus, integrity, and applying business knowledge.
• Evaluate customer scorecards and resolve discrepancies.
• Participate in changed products processes (ECRs) and facilitate with the customer and internal personnel.
• Coordinate with quality department on discrepant material issues, handling return material authorization and communicating customer requirements
• Create and maintain customer files and master data within the system as required
• Actively participate as members of the customer service team to plan, initiate, implement, and maintain process improvements and procedural update.
• Responsible for strict adherence to all company/departmental policies and procedures related to safety, quality, and conduct rules and other regulations
• Create Excels of reports for analytical analysis
• Other duties as assigned or required

QUALIFICATIONS:       

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or abilities required.

• Requires a high school diploma and three to five years relevant experience
• Ability to work with limited supervision
• Ability to communicate effectively and build rapport with customers, suppliers, and all internal personnel
• Ability to achieve business results by demonstrating analysis and problem solving, negotiating skills, planning and organizing, making and meeting commitments. 
• Ability to read and interpret business documents such as open orders, procedure manuals, prints
• Proficient use of MS Office software and internet applications
• Special emphasis in Microsoft Excel including Vlookups and IF Functions.
• Ability to respond to ever changing demands with a positive attitude
• Experience using ERP systems a plus

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel; frequently required to sit and talk or hear; occasionally required to stand, walk, reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this position include close vision and the ability to adjust focus.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an all-encompassing list of responsibilities, duties and skills required of employees so classified. Reasonable accommodations to essential functions of the job will be made if necessary.