Customer Serivce Rep at Winona Powder Coating Inc – Elkhart, Indiana

The Customer Service Representative is responsible for owning the full customer order lifecycle from order receipt through production and final delivery. This role serves as the primary point of contact for customers while ensuring accuracy, coordination, and execution across all internal departments.

This position requires a high level of accountability, attention to detail, and proactive communication to support customer satisfaction, on-time delivery, and operational efficiency in a fast-paced manufacturing environment

• Answer phones
• Own and manage the complete order lifecycle from order entry through shipment and delivery confirmation
• Assist with entering and maintaining orders, pricing, specifications, and routing within the ERP system. Validate and ensure alignment between customer quotes, pricing, and executed orders
• Monitor order progress and proactively communicate status updates, delays, or issues
• Coordinate order changes, expedites, and special requirements with internal teams
• Serve as the primary point of contact for assigned customer accounts
• Work with customers, shipping, production, and billing to address inquiries related to orders, lead times, shipments, and billing
• Build strong customer relationships through proactive communication and follow-up
• Maintain accurate and detailed records of customer interactions within CRM systems
• Collaborate with production, scheduling, shipping, and quality teams to ensure orders are completed accurately and on time
• Communicate customer requirements, priorities, and changes to internal stakeholders
• Identify, communicate, and escalate order or production issues to appropriate internal teams for resolution by working across departments
• Ensure accuracy and integrity of all data within ERP and CRM systems (e.g., HubSpot)
• Maintain organized documentation for orders, quotes, and customer specifications
• Support adoption and consistent use of CRM tools for communication tracking and order intake
• Identify process gaps or recurring issues and escalate to management for review and improvement.
• As needed, support Sales by gathering required information to enable accurate quote development.
• Work with Plant Manager and Purchasing to assist with powder management and purchasing activities
• Work with Plant Manager and customers to assist with part inventory management and alignment
• Participate as part of the ERP integration team for implementation of the new ERP system.

Qualifications:

• 3–5+ years of customer service, inside sales, or order management experience in a manufacturing or B2B environment
• Experienced ERP system user
• Experience with CRM systems (HubSpot or similar) strongly preferred
• Proficiency in Microsoft Office (Excel, Outlook, Word)
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Ability to build rapport with clients
• Positive and professional demeanor
• Excellent written and verbal communication skills

Core Competencies:

• Ownership & Accountability
• Attention to Detail
• Problem Solving
• Communication Skills
• Time Management & Multitasking
• Customer Focus