Position: Customer Service Representative
Employer: Manufacturing Company
Location: San Bernardino, CA
Department: Customer Service
Reports To: Customer Service Manager
Classification: Non-Exempt (Hourly), Contract-to-Hire

Shift: Monday Friday, 8:00 AM 5:00 PM
Compensation: $20 per hour

The Customer Service Representative is responsible for receiving, monitoring, and processing customer requests in a prompt and professional manner. This position ensures accurate order entry, quoting, and communication while maintaining timely resolution of customer issues. The role requires strong attention to detail, accuracy in pricing and documentation, and the ability to coordinate effectively with internal departments and external vendors to maintain customer satisfaction. Prior experience in a manufacturing environment is strongly preferred.

Customer Communication & Support:
Receive and process customer orders with accuracy and professionalism.
Build and maintain positive relationships with customers through open and responsive communication.
Handle customer inquiries and complaints promptly, providing appropriate solutions and follow-up to ensure resolution.
Contact customers to obtain missing data or clarify order information.

Quoting & Order Processing:
Prepare and issue customer quotes for products and services based on order specifications, materials, and production requirements.
Review purchase orders for accuracy against quotes to confirm pricing, lead times, and terms.
Collaborate with production, purchasing, and engineering departments to gather information required for accurate quotes.
Track and follow up on pending quotes to convert them into orders.
Maintain detailed records of all quotes and related customer communications.

Order Coordination & Department Support:
Accelerate the order intake process by ensuring timely and accurate entry of purchase orders into the system.
Collaborate with Shipping and Receiving to gather documentation and initiate jobs into production.
Communicate directly with clients regarding missing documentation, drawings, or technical information.
Coordinate with outside processors and vendors to ensure on-time deliveries and updates on potential delays.
Assist with returns, replacements, and follow-up communications as needed.
Professionally package, ship, and communicate the return of samples to clients after testing is completed.

General Responsibilities:
Maintain organized customer account records and order documentation.
Support the Customer Service team and other departments as directed.
Uphold company policies, procedures, and safety standards (including PPE and safe equipment use).
Communicate effectively across all organizational levels, including customers, vendors, and management.
Perform other related duties as assigned.

Education & Experience:
Minimum of 1 year of customer service or related experience.
Prior experience in a manufacturing or aerospace environment strongly preferred.
Experience creating customer quotes and pricing proposals required.

Skills & Abilities:
Strong verbal and written communication skills.
Ability to analyze customer requirements and prepare accurate, detailed quotes.
Understanding of manufacturing processes and material pricing.
Excellent organizational and multitasking skills in a fast-paced environment.
High attention to detail and accuracy in data entry and documentation.
Proficiency with Microsoft Office (Excel, Word, Outlook); experience with ERP or quoting software preferred.
Effective time management and follow-up skills.
Dependable, punctual, and professional in demeanor and execution.
Ability to work both independently and collaboratively across departments.

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