Job Description

We are excited to announce an internal opportunity for the position of Customer Service Rep within the Customer Service Dept . This role is a great opportunity for growth and professional development for a current team member who is looking to take the next step in their career.

Key Responsibilities:

• Serve as the primary point of contact and support for all customers and customer-related inquiries from internal departments.
• Maintain regular communication with customers and internal sales teams, providing daily and/or weekly updates on order/project status, milestones, and any deviations from the original commitment date(s), and post-delivery follow-up to ensure customer satisfaction is met or exceeded.
• Collaborate with production, engineering, quality, and sales teams to ensure customer expectations are met.
• Oversee and manage the entire order-to-cash process for assigned accounts or group of customers, from the point of order facilitation through final delivery to the customer, including post-delivery follow-up and support.
• Verify the accuracy of customer purchase orders against Phoenix Proto’s quote, working with the Sales and Quoting teams to resolve discrepancies before confirming orders to customers and production team(s).
• Acknowledging receipt and confirmation of new customer orders in a timely manner.
• Accurately enter customer orders into company systems (ERP, CRM, etc.) and understand all aspects of the order process and workflows.
• Ensure all shipment information is provided to customers upon shipment of order (tracking number, packing slip, inspection reports, material / quality certificates, other regulatory forms as requested).
• Coordinate with the invoicing team, or designee, to ensure accurate and timely invoicing of customer orders, in addition to addressing any customer inquiries related to billing or billing discrepancies.
• Handle all non-technical order-related inquiries or issues, resolving them in a manner that prioritizes customer satisfaction.
• Assist in preparing or creating reports and tracking customer interactions.
• Maintain and update customer records
• Other duties as assigned.

Qualifications:

• Education: Bachelor’s degree in business, engineering, manufacturing, or related field (preferred).
• Minimum of 1 years’ experience in manufacturing or a similar sector.
• Minimum of 3 years’ experience in customer service.
• Familiarity with Injection Molding industry norms, techniques, and best practices.
• Attention to detail and ability to manage multiple customers simultaneously.
• Problem-solving mindset and ability to thrive in a fast-paced, dynamic environment.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and ERP/CRM software

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