Customer Service Representative - Manufacturing

$65,000 - $65,000/Yr

Pathfinders International Limited - Harleysville, PA

Full-time - Entry Level

Harleysville, PA

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About the position

The Customer Service Representative role at Pathfinders, Inc. focuses on providing exceptional customer service primarily for private label accounts. The representative will be the first point of contact for customers, responsible for managing relationships, addressing inquiries and complaints, processing orders, and collaborating with various internal teams to ensure customer satisfaction and service excellence.

Responsibilities

• Manage business relationships with assigned accounts
• Manage or escalate any concerns and ensure appropriate changes are made to resolve customers' concerns
• Respond promptly to customer inquiries
• Acknowledge and resolve customer complaints
• Process orders, samples, and color matching requests
• Partner with Sales, Marketing Communications, and Production teams to meet and exceed customer service expectations
• Track shipment status of customer orders as requested
• Increase market intelligence by bringing information about industries, competitors, and customers back into the organization
• Provide feedback on the efficiency of existing Customer Service processes
• Ensure customer satisfaction and provide professional customer support
• Update price quotes
• Update and maintain physical price book when required
• Update all price files in MRP/ERP system
• Work with sales team to maintain and update regional customer specific pricing
• Handle customer RFQs from receipt to completion
• Review purchase orders with sales managers for accuracy and identify any errors
• Reconcile customer purchase orders to internal price documents

Requirements

• 4 years of customer service experience required
• Bachelor's degree or equivalent experience required
• Strong Microsoft Office skills, including Teams, Excel, and Word
• Thorough and precise problem-solving and analytical skills
• Solid financial acumen to understand the PO, invoicing, and pricing process
• Strong oral and written communication skills
• Time management and multitasking skills
• Detail-oriented with robust organizational skills
• Solid interpersonal and customer service skills

Nice-to-haves

• Business to business customer service experience preferred
• Ability to find the positive in any situation

Benefits

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance