Job Description

Title: Customer Service Representative III

Location: Buffalo, NY

Duration: 6 Months Contract

Shift Hours: 8am- 4:30pm

JOB DESCRIPTION

Role Overview:

Serve as a liaison between customers and internal teams, ensuring professional interaction and support.

Process and monitor customer orders, coordinate inquiries, provide updates, and resolve issues including quality, warranty, and shipping concerns.

Key Responsibilities:

• Order Processing: Enter orders, convert quotes, manage pricing, discounts, and commissions.
• Order Status Communication: Provide accurate and timely updates on lead times, material availability, and troubleshooting.
• Internal Collaboration: Coordinate with Engineering, RMA/Warranty, and other internal teams to meet customer requirements.
• Problem Resolution: Address shipping discrepancies, payment disputes, and handle order cancellations.
• Administrative Support: Update customer accounts, maintain BOL/PL files, process invoices, and manage customer portals.
• Continuous Improvement: Support initiatives to enhance Customer Service processes.

Key Competencies:

• Professional demeanor and customer advocacy.
• Strong verbal and written communication skills.
• Team collaboration and positive attitude.
• Ability to balance multiple priorities accurately and adapt to change.

Key Relationships:

• External: Customers, Sales team, AR/AP personnel.
• Internal: Customer Service, Engineering, Quality Assurance, Production, Purchasing, Finance, Supply Chain, Shipping.

Required Qualifications:

• Associate’s degree + 3–5 years of customer service experience.
• Excellent organization, communication, and multitasking skills.
• Comfortable in high-stress environments and adaptable to change.
• Technologically proficient; Microsoft Office experience required.

Preferred Qualifications:

• Bachelor’s degree preferred.
• Experience with MRP software.
• Knowledge of industrial products/applications.

Work Environment & Physical Demands:

• Office and manufacturing floor setting.
• Must use safety shoes and glasses on production floor.
• Ability to work at a computer and handle both office and production tasks.

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