Manufacturing Customer Service Representative

Job Description

Job Description

Job Title: Manufacturing Customer Service Representative

Department: Sales

FLSA Status: Non-Exempt

Position Overview:

The Customer Service Representative is responsible for providing high-quality customer support by managing incoming inquiries, preparing quotes, processing orders, and coordinating with internal departments. This role supports Account Managers, Regional Sales Managers, and internal teams by ensuring accurate order entry, timely communication, and efficient documentation. The position requires strong communication skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.

Essential Duties: (Additional duties may be assigned as required.)

• Respond to customer inquiries via phone, email, and other communication channels in a professional and timely manner.
• Prepare and provide product quotes based on customer requirements.
• Configure sales drawings using EOS and cross-reference cylinder part numbers to appropriate Yates products.
• Provide technical drawings to customers for review and approval.
• Accurately enter customer orders into the Made2Manage ERP system and EOS Configurator.
• Generate order quotations and conduct follow-up activities when requested.
• Review and verify order accuracy prior to processing.
• Support onboarding and training of new employees as needed.
• Assist the Accounting Department with new customer account setup and credit-related processes.
• Provide administrative and sales support to Regional Sales Managers, including assistance with quotes, orders, and special projects.
• Collaborate with the Customer Service Supervisor on departmental initiatives and projects.
• Maintain daily communication with management regarding workload, performance, and assigned tasks.
• Participate in team meetings and review project assignments and schedules with management when required.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above, and below, are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, including whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should be proficient with Microsoft Office applications. Experience with ERP systems such as Made to Manage is a plus.

Education/Experience:

High school diploma or general education degree (GED) required. Two to four years’ customer service, inside sales, or administrative support experience preferred. Equivalent combination of education and relevant experience may be considered.

Knowledge, Skills and Other Abilities:

• Strong computer and data entry skills
• Proficiency in Windows-based operating systems
• Effective verbal and written communication skills
• Strong organizational and time-management skills
• Ability to work independently and collaboratively

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands, reach with hands and arms, and talk or hear. The employee is frequently required to walk and stand. The employee is occasionally required to stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25+ pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to wear safety glasses and hard sole/close toed shoes with a low heel when walking through the manufacturing shop and/or repair shop whether as part of performing their job or just passing through. In addition, long hair must be tied back when around hazards of flame, machinery, or equipment.

While performing the duties of this job, the employee is regularly exposed to work near moving mechanical parts. The employee is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and vibration. The noise level in the work environment is usually moderate to loud.

Yates Industries, Inc. is an equal employment opportunity employer and provides employment and advancement opportunities to its employees without discrimination because of race, color, religion, sex (including pregnancy and conditions related to pregnancy), sexual orientation, transgender status, weight, height, age, marital status, national origin, citizenship, disability, genetic makeup, military or veteran status, misdemeanor arrest record (not resulting in conviction) or any other protected characteristic as established by law. This policy of equal employment opportunity applies to all policies and procedures relating to recruitment and hiring, compensation, employee benefits, promotional opportunities, disciplinary decisions, termination and all other terms and conditions of employment.