[Hiring] Customer Service Representative @Zelh

Role Description

We are looking for a Customer Service Representative to support customer accounts throughout the order fulfillment process. In this role, you will be responsible for:

• Processing purchase orders
• Coordinating with internal teams
• Monitoring order and shipping status
• Ensuring customers receive timely and accurate updates

The ideal candidate is highly organized, detail-oriented, proactive in communication, and comfortable coordinating across multiple teams to ensure customer requirements and delivery commitments are met.

Qualifications

• Previous experience in Customer Service, Order Management, Logistics, Supply Chain, Manufacturing, or a related field.
• Experience working with Purchase Orders, customer schedules, and order fulfillment processes.
• Strong written and verbal communication skills.
• Ability to manage multiple customer requests and priorities simultaneously.
• Strong attention to detail and accuracy.
• Proactive approach to problem-solving and follow-up.
• Experience working with EDI, customer portals, and/or ERP systems is a plus.
• Ability to communicate effectively with both customers and internal departments.
• Good organizational and time-management skills.

Requirements

• Review purchase orders, including pricing, raw material availability, and production schedules.
• Coordinate with the RFQ team when a quotation is required.
• Enter and upload purchase orders into the system, ensuring all customer requirements, quantities, and due dates are accurately recorded.
• Coordinate same-day with the Production Scheduler and Materials Manager to ensure orders are created and lead times are confirmed.
• Send order acknowledgments to customers via email or customer portals.
• Respond to customer requests, questions, and complaints on the same business day.
• Investigate customer inquiries by coordinating with relevant internal teams and gathering the required information.
• Clearly communicate timelines and provide updates when additional information or more time is needed to resolve a customer request.
• Maintain professional, proactive, and timely communication with customers throughout the order process.
• Review, modify, and update customer blanket release schedules as needed.
• Process customer releases received through EDI, customer portals, and email.
• Ensure customer schedules and requirements are accurately reflected in internal systems.
• Review current and two-week future shipping lines to monitor on-time delivery performance.
• Identify potential delays or risks to customer delivery dates.
• Proactively communicate delays to customers and coordinate internally to determine realistic recovery timelines.
• Follow up on recovery plans to ensure customer commitments are met.
• Track parts through OSS and monitor their progress to ensure timely processing.
• Coordinate with OSS and relevant internal teams to identify potential issues and prevent delays.
• Provide customers with accurate status updates when required.

Benefits

• Work schedule: Monday - Friday 7 am-4 pm CST
• Competitive Salary in USD
• Remote mode of work
• 10+ business days of paid time off
• Team building and corporate events
• Equipment provided
• A supportive team

What We’re Looking For

• Customer-focused: You prioritize customer needs and ensure timely, clear communication.
• Detail-oriented: You carefully review orders, schedules, pricing, quantities, and delivery dates.
• Proactive: You identify potential issues before they impact customers and take action to resolve them.
• Collaborative: You work effectively with production, materials, scheduling, RFQ, and OSS teams.
• Reliable: You follow through on requests and ensure commitments are met.