Overview
Position Summary
The Customer Service Associate supports customer order processing and scheduling activities at a manufacturing facility. This role is responsible for entering and maintaining orders in the ERP system, coordinating ship dates with production, and serving as a primary point of contact for customer inquiries related to order status, changes, and delivery.
This position is not a sales role.
Responsibilities
Key Responsibilities
- Enter customer orders accurately into the ERP system (Infor) in a timely manner.
- Assign and communicate scheduled ship dates based on production planning.
- Provide order acknowledgements and ongoing order status updates to customers.
- Coordinate daily with production staff to review and maintain the production schedule.
- Respond to customer inquiries related to delivery timing, order changes, shortages/overages, and quality concerns, coordinating internally as needed.
- Maintain open order records and ensure completed orders are properly documented.
- Answer inbound customer phone calls and emails professionally and promptly.
- Perform AR activities in conjunction with IBP Group AR team.
- Oversee consignment inventory programs and EDI order processes where applicable.
- Support administrative and reporting tasks related to order management.
- Perform additional duties as assigned to support the customer service and operations teams.
Qualifications
Education and Experience
- High school diploma or equivalent required.
- 1-3 years of experience in customer service, order entry, or administrative support.
- Manufacturing, logistics, or ERP system experience preferred but not required.
Required Skills and Abilities
- Strong attention to detail and data accuracy.
- Clear written and verbal communication skills.
- Ability to manage multiple tasks in a structured, process-driven environment.
- Comfort working with ERP systems and production-related data.
- Proficiency in Microsoft Office (Excel, Word, Outlook, Teams).
- Professional demeanor when interacting with internal teams and external customers.
- Willingness to learn manufacturing processes, product basics, and internal workflows.