Customer Service - Materials Planner in Elgin, Illinois at Ebco Inc

Job Overview

The role is responsible for supporting day-to-day customer account activities, with a primary focus on accurate sales order entry, forecast processing, and timely customer communication. This role plays a critical part in ensuring customer requirements are executed efficiently by maintaining clean, accurate data in the system and proactively addressing order-related issues.

Working closely with Supply Chain, Operations, and senior team members, the person helps ensure alignment on customer demand, delivery expectations, and order execution. This role serves as a foundational position: building strong communication, problem-solving, and process management skills while contributing to a high level of customer service.

Essential Functions

Sales Order Entry & Maintenance

• Enter and process customer sales orders accurately and in a timely manner
• Monitor open orders to ensure data accuracy, including quantities, pricing, and requested dates
• Update orders based on changes in demand, delivery schedules, or internal adjustments
• Maintain clean and accurate data within ERP systems to support downstream operations

Customer Forecast Processing

• Enter and update customer forecasts in the system (EDI/manual uploads)
• Review forecast data for accuracy and alignment with known demand patterns
• Support alignment between customer forecasts and supply chain planning

Customer Communication

• Respond to customer inquiries related to order status, availability, and shipment timing
• Provide basic updates on order changes, delays, or confirmations
• Ensure communication is timely, professional, and aligned with company standards
• Escalate complex inquiries or issues to senior team members as needed

Order Issue Identification & Resolution

• Proactively review and identify potential issues impacting order execution, including:
• Minimum order quantity (MOQ) conflicts
• Lead time constraints or gaps
• Requested date misalignment
• Box quantity or packaging requirements
• Work cross-functionally with Supply Chain and internal teams to resolve issues before customer impact
• Communicate recommended solutions or required adjustments to customers
• Ensure issues are resolved accurately and documented appropriately

Operational Support & Coordination

• Partner with Supply Chain, Warehouse, and Operations teams to ensure order alignment and execution
• Support expedite requests and order changes under guidance from senior team members
• Assist in maintaining accurate reports related to open orders, forecasts, and customer demand
• Contribute to continuous improvement by identifying recurring issues or process gaps

Requirements (Education, Certifications, Knowledge, Skills, And Abilities)

• 5 years of relevant work experience, preferably with a focus on customer service
• Bachelor’s degree, preferred
• Experience with EDI is preferred
• Outstanding Interpersonal Skills
• Strong Written and Verbal Skills Required
• Strong problem-solving skills
• Self-starter with attention to detail and organizational skills
• Capable of forming and maintaining relationships with customers
• Proficiency in Microsoft Office Suite and strong knowledge of Excel
• Strong Understanding of Global Supply Chain, including ocean and air shipments
• Knowledge of Microsoft Great Plains Software, preferred