Customer Service

Overview

The Senior Customer Service Representative is the primary customer-facing contact for assigned original equipment manufacturer and industrial accounts, translating customer demand into internal priorities and protecting customer supply and delivery performance.

What you'll do

• Manage assigned customer accounts as the day-to-day point of contact for releases, orders, schedule changes, delivery questions, shortages, premium freight, returns, claims, and other service issues.
• Review customer demand and electronic releases against inventory, production schedules, capacity, material availability, lead times, and shipping status; promptly communicate significant changes and risks.
• Process, validate, and maintain customer orders, releases, forecasts, pricing, ship-to data, and master data in applicable ERP, EDI, and customer portal systems.
• Monitor finished-goods and relevant work-in-process inventory and coordinate cross-functional actions to prevent customer disruption, including shortage management, allocation, recovery plans, and escalation.
• Coordinate shipment priorities and transportation actions with Planning, Production, Shipping, Logistics, and Materials; recommend expedites or premium freight when required and support documentation of cause, approval, and cost responsibility.
• Provide timely, accurate customer communication on order status, delivery commitments, recovery timing, and open issues; ensure commitments are documented and followed through to closure.
• Investigate delivery, order, pricing, invoicing, return, and credit issues with Finance, Sales, Quality, Engineering, and Operations; coordinate corrective action and communicate resolution.
• Manage return material authorization and related transactions in accordance with established approval, quality, financial, and customer requirements.
• Maintain account records, customer-specific requirements, routing instructions, packaging or labeling information, contact lists, and documented standard work.
• Support new product launches, engineering changes, phase-ins/phase-outs, customer onboarding, and changes in customer systems or procedures by coordinating data readiness and communication.
• Analyze recurring service issues and performance trends, identify root causes with cross-functional partners, and implement improvements that strengthen delivery reliability and customer experience.
• Support customer service metrics and operating reviews, including delivery performance, backlog, past-due orders, expedites, premium freight, response time, and issue closure.
• Serve as an escalation resource and subject-matter expert for complex account or system issues; train colleagues on customer requirements, systems, and standard work as needed.
• Protect confidential customer and company information and comply with quality, safety, trade compliance, cybersecurity, record-retention, and internal-control requirements applicable to the role.
• Perform other related duties and support business continuity coverage as assigned.
• Exercise independent judgment in prioritizing customer requirements, escalating risk, coordinating recovery activities, and recommending transportation or service solutions within established authority.
• Escalate potential line-down situations, unresolved shortages, significant schedule volatility, system failures, major customer complaints, and commitments that exceed established authority.

Details

• Location: Bellwood, Illinois, USA.
• Salary range: $70,400 - $96,800.