The Customer Service Representative is responsible for providing accurate, timely, and proactive support to customers by managing inquiries, quotations, order processing, shipment coordination, and communication across internal departments. This role ensures high service levels aligned with plant objectives while maintaining compliance with Safety, ISO, and International Trade requirements.

Key Responsibilities

Customer Communication & Support

• Provide accurate and timely responses to customer requests, including expediting, shipment inquiries (regular and air), and quotations for new items.
• Communicate holiday shipment blackout dates to all customers.
• Issue annual fiscal year-end notifications regarding updated price lists.
• Attend weekly meetings with key customers (Sherman, Marshalltown, NPW) and additional meetings as required.
• Provide customers with information based on ATP (Available to Promise).
• Follow up closely on customer requirements, commitments, and shipment rescheduling based on KTT reports.

Quotations & Pricing

• Verify item activity status in Toluca and provide pricing and lead times accordingly.
• Enter new item quotations into the Engineering template.
• Send quotations or rejections to customers via email.

Order Management

• Enter customer orders for accounts not in Oracle or for any customer when required.
• Create new customer accounts in Oracle.
• Generate reports for short customer orders and review Subscription reports for orders on hold or items with engineering structure issues.

Cross‑Functional Coordination

• Obtain planning information from Planner-Buyers and Production Schedulers to negotiate shipment dates with customers.
• Support ITC and Traffic by distributing International Compliance communications to customers.
• Assist ITC & Traffic with screening activities and provide feedback on customer claims related to shipment discrepancies.

Compliance & Continuous Improvement

• Comply with all applicable Safety and ISO procedures, as well as internal work regulations.
• Participate in ESHM committees and/or serve as an internal ISO auditor.
• Support initiatives to improve customer service processes and communication flow.

Qualifications

Bachelor's degree in Business Administration, Commercial Relations, or Industrial Engineering.

80% English proficiency.

Knowledge of the Oracle system and product knowledge.

Problem ‑ solving techniques.

2 years of experience in a planning or purchasing role at Fisher