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.