Customer Service Representative at Plastic Components Inc – Germantown, Wisconsin

Summary:

The Customer Service Representative (CSR) plays a vital role in ensuring customer satisfaction by serving as the primary point of contact between the company and its clients. This position is responsible for accurately entering customer orders, responding to inquiries, and providing timely updates on order status. CSRs are expected to deliver exceptional service through effective communication, problem-solving, and collaboration across departments.

Job Responsibilities:

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary at any time.

• Respond promptly and professionally to customer inquiries via phone, email, and MS Teams.
• Enter purchase orders into IQMS with accuracy and timeliness.
• Provide clear and timely updates on order status to internal and external stakeholders.
• Maintain accurate records of customer interactions and transactions in IQMS.
• Address customer needs with a focus on delivering complete satisfaction.
• Resolve customer concerns and escalate issues to appropriate departments when necessary.
• Collaborate with internal teams (Account Managers, Quality Engineers, Project Engineers) to resolve inquiries and ensure smooth order processing.
• Send pick tickets to the shipping department to facilitate timely shipments.
• Issue Advance Shipping Notices (ASNs) to customers to support accurate On-Time Delivery (OTD) metrics.
• Manage relationships with external vendors for value-added services.
• Participate in ongoing training and development to enhance customer service skills.
• Uphold safety standards and maintain a clean, organized work environment.
• Communicate effectively and positively with colleagues in a team-oriented setting.

Knowledge, Skills and Abilities:

• High school diploma or GED required; additional education or training is a plus.
• Previous experience in a customer-facing role in a manufacturing environment preferred.
• Proven experience in data entry or administrative roles.
• Strong verbal and written communication skills.
• Excellent problem-solving and time management abilities.
• Ability to multitask and remain composed in high-pressure situations.
• Intermediate proficiency in computer systems; experience with CRM, ERP (e.g., IQMS), or ticketing platforms is beneficial.
• Empathy, patience, and professionalism when interacting with customers, especially in challenging situations.