Customer Service Representative

Job Overview:
Search Solution Group is seeking a Customer Service Representative on behalf of our client, a world-leading manufacturer of die-cutting and thermoforming tools. This is not a typical customer service role. The position requires a proactive, detail-oriented individual who can manage customized, made-to-order products in a fast-paced manufacturing environment. The ideal candidate is organized, resourceful, and confident communicating with customers while navigating constantly changing specifications and priorities.

Key Responsibilities:

• Serve as the primary point of contact for customers, handling inquiries and providing timely updates
• Proactively communicate with customers regarding order status, timelines, and changes
• Prepare and provide accurate quotes based on custom product specifications
• Manage and track orders through internal systems, ensuring accuracy and follow-through
• Collaborate with internal teams, including production and engineering, to ensure order accuracy and delivery
• Follow up on phone conversations with clear and detailed email communication
• Maintain accurate records in the company’s ERP system
• Assist in resolving customer concerns and providing solutions in a professional manner
• Stay organized while managing multiple orders, priorities, and product variations

Requirements include:

Education:

• High school diploma or equivalent required
• Associate’s or Bachelor’s degree preferred

Experience:

• Previous customer service experience required, preferably in a manufacturing or technical environment
• Experience working with ERP systems such as SAP or similar platforms preferred

Skills:

• Strong organizational and time management skills
• Excellent communication and interpersonal abilities
• Proficiency in Microsoft Excel
• Ability to multitask and adapt in a fast-changing environment
• Problem-solving skills with a proactive approach

Certifications:

• Relevant certifications in customer service or business are a plus

Knowledge:

• Understanding of manufacturing processes or made-to-order product environments preferred
• Familiarity with ERP systems and order management processes
• Knowledge of quoting, pricing, and customer communication best practices

Key Competencies:

• Ability to stay calm and composed under pressure
• Strong attention to detail and follow-through
• Proactive communicator who takes initiative
• Collaborative team player who works well with diverse personalities
• Adaptability in a dynamic, ever-changing environment
• Customer-focused mindset with strong problem-solving abilities