Customer Service Representative

This position serves as an important link between our customers, outside sales team, production, purchasing, and other internal departments. The Customer Service Representative is responsible for processing customer orders and releases, monitoring open orders, communicating order and shipment status, and helping ensure customer requirements are accurately communicated throughout the organization.

The ideal candidate is organized, dependable, comfortable working with detailed order information, and able to provide professional and responsive service in a fast-paced manufacturing environment.

• →Accurately enter and manage customer purchase orders, sales orders, and releases in the company system.
• →Review customer orders to ensure part numbers, revisions, quantities, pricing, and other order requirements are accurate.
• →Monitor open customer orders and work with Production and Purchasing to obtain status updates and address potential delays.
• →Communicate order status, delivery information, and other updates to customers and outside sales representatives.
• →Serve as a liaison between Customer Service, Production, Purchasing, Sales, and other internal departments to help meet customer requirements.
• →Plan and enter production work orders based on customer requirements and production needs.
• →Enter Advance Shipping Notices (ASNs) through customer portals and communicate shipment information as required.
• →Follow up with customers regarding quotations, samples, literature, new accounts, orders, and other requests.
• →Provide backup support to the quoting function, including entering Requests for Quotation (RFQs) and sending completed quotations to customers.
• →Provide backup coverage for other Customer Service team members during vacations and absences.
• →Assist with answering incoming telephone calls and provide Reception coverage as needed.
• →Maintain accurate customer and order information within company systems.
• →Perform additional duties and special projects as assigned by Supervisor or Management.

This position primarily involves sedentary office work, including extended periods of sitting and computer use. The role requires frequent typing and use of office equipment, regular verbal communication by phone and in person, and occasional standing, walking, bending, and reaching.

The position may occasionally require lifting or carrying office materials weighing up to approximately 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• High school diploma or equivalent.
• At least 1 year of customer service, order management, or related experience.
• Experience with data entry and/or customer order entry.
• Strong organizational skills with excellent attention to detail.
• Professional verbal and written communication skills.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Ability to manage multiple priorities and follow through on customer requests.
• Ability to work independently as well as collaboratively within a team.
• Dependable, punctual, and committed to providing professional customer service.

• Associate degree in Business, Customer Service, Supply Chain, or a related field.
• Previous customer service or order management experience in a manufacturing environment.
• Experience working with ERP, MRP, or customer order management systems.
• Experience processing purchase orders, sales orders, releases, or production work orders.
• Experience using customer portals and entering ASNs.
• Familiarity with manufacturing terminology, production processes, or engineered products.

We're looking for someone who enjoys helping customers while also working closely with internal teams to get things done. Successful candidates will be:

• Customer-focused – responsive, professional, and committed to providing a positive customer experience.
• Detail-oriented – able to accurately manage part numbers, revisions, quantities, dates, and other important order information.
• Organized – comfortable managing multiple customer requests and open orders at the same time.
• Proactive – follows up on outstanding items rather than waiting for problems to arise.
• A strong communicator – able to work effectively with customers as well as Production, Purchasing, Sales, and other departments.
• Comfortable with systems and data – able to learn and confidently use ERP/order-entry systems, customer portals, and Microsoft Office.

MW Fasteners, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age