Customer Service (Contract Manufacturing)

Company Overview

Mountain Manufacturing is a complete product development partner that specializes in partnering with innovative companies to provide design support and process development. Our extensive machining and fabricating capabilities enhance product design, prototyping, component manufacturing, and finished device assembly.

Job Summary:
The Customer Service Representative (CSR) serves as a primary point of contact for customers, providing professional and timely support for inquiries related to the company’s products and services. They will oversee the daily management of customer RFQs and order placement, ensuring timely follow-up and accurate tracking. While they do not handle quoting or BOM development, they are responsible for diligently tracking all inquiries and orders to ensure all customers receive a response in a timely manner. The CSR will work closely with the Sales and Engineering teams to maintain the highest level of customer service and product quality in line with medical device industry standards. Additionally, this role will support general administrative tasks to ensure smooth office operations.

Key Responsibilities:

• Serve as a primary point of contact for customer inquiries regarding products, services, and order status, ensuring prompt and professional communication.
• Oversee and track customer RFQs and order placement activities, ensuring follow-up and accurate documentation.
• Process customer orders, verifying specifications in accordance with established procedures.
• Track order progress and proactively update customers on modifications, production timelines, and delivery schedules.
• Handle routine customer concerns and complaints, escalating complex issues to senior team members or management as needed.
• Maintain accurate records of customer interactions, orders, and order changes using the company’s MRP/ERP system (e.g., JobBOSS).
• Support quoting activities by researching part and product history and providing relevant data to the Sales or Engineering teams.
• Assist in coordinating customer-driven changes, ensuring internal teams are informed and adjustments are executed efficiently.
• Collaborate with the Sales Team to align responses with customer needs and company objectives.
• Identify common customer challenges and provide feedback to help improve internal processes and enhance service efficiency.
• Assist in preparing for internal and external audits.

Administrative Support Responsibilities:

• Order and maintain office and breakroom supplies.
• Act as the first point of contact for vending services and facility-related service requests.
• Greet visitors and direct them appropriately.
• Answer incoming calls and route them to the appropriate department.
• Provide general administrative support as needed, assisting other departments when skill sets align.

Qualifications:

• 5 years of experience in a customer service or account management role, preferably in a subcontract manufacturing or technical industry.
• Strong organizational and problem-solving skills with the ability to multitask and manage priorities in a fast-paced environment.
• Familiarity with ERP systems (e.g., JobBOSS) and ability to research product history and track order details.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly.
• Proficiency in Microsoft Office Suite and MRP software.
• Ability to work effectively with cross-functional teams, including Sales, Engineering, and Manufacturing.

Job Type: Full-time

Pay: $26.00 - $29.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Work Location: In person

Salary : $26 - $29