Customer Service Representative (Operation/Commercial Support)

Responsibilities:

• Assist customers with inquiries, complaints, and service requests via phone, email, and chat, providing timely and effective solutions.
• Perform a variety of administrative tasks including data entry, document management, and maintaining customer records.
• Serve as a point of contact between customers and various departments to ensure accurate information flow and resolution of issues.
• Manage and process customer orders, returns, and exchanges, ensuring accuracy and timely completion.
• Generate and maintain reports on customer interactions, service issues, and feedback to support continuous improvement.
• Coordinate and schedule appointments, meetings, and follow-ups as needed to ensure smooth customer interactions.
• Update and maintain customer databases, ensuring information is current and accurate.
• Identify and escalate complex issues to appropriate team members or management for resolution.
• Proactively engage with customers to gather feedback, address concerns, and enhance their overall experience.

Essential Job Duties

• Prepare and assemble job information books, including printing, organizing, and compiling blueprints, bills of materials, and supporting documentation for production.
• Ensure all documentation is accurate and up to date, verifying correct revisions of drawings and job-related materials prior to release.
• Coordinate with internal departments (engineering, production, purchasing, and customer service) to gather missing information and resolve documentation discrepancies.
• Serve as a point of contact for customer inquiries, providing timely updates on order status, documentation, and service-related questions.
• Perform data entry and maintain records in company systems, ensuring job, order, and customer information is complete and accurate.
• Manage high-volume printing, scanning, and document handling, including organizing and distributing job packets to appropriate teams.
• Track and follow up on open tasks and job requirements, ensuring deadlines are met and all required documentation is completed.
• Process and support customer orders, including entering orders, updating changes, and coordinating with internal teams for execution.
• Maintain organized filing systems (digital and physical) for easy retrieval of job documents, drawings, and customer records.
• Communicate proactively with customers and internal teams to provide updates, clarify requirements, and ensure smooth workflow.
• Identify and escalate issues related to documentation, orders, or customer concerns to appropriate team members.
• Support continuous improvement efforts by identifying inefficiencies in documentation and workflow processes.
• Always adhere to safety procedures and guidelines, including the use of personal protective equipment (PPE) and proper handling of hazardous materials.