Customer Service Representative

Customer Service Representative

The Customer Service Representative (CSR) provides day-to-day support to customers in the naval and defense shipbuilding industry, including U.S. Navy shipyards, major defense contractors, and marine fabrication partners. This role focuses on delivering exceptional customer service, managing customer inquiries, supporting order entry and order tracking, and coordinating with internal teams to ensure accurate and timely order fulfillment. The CSR serves as a key point of contact for customers by providing timely updates, resolving issues, and ensuring all material requirements, certifications, and specifications are accurately captured and communicated. This role works closely with Inside Sales, Operations, and Logistics to ensure smooth customer experience and on-time delivery performance.

Responsibilities

Provide high-quality customer service and responsive communication to customers in the naval and defense shipbuilding industry.

Serve as a primary point of contact for customer inquiries related to order status, material availability, certifications, and delivery schedules.

Enter and manage customer orders in the company's ERP system, ensuring accuracy of material specifications, quantities, pricing, and shipping information.

Monitor order progress and shipment status, proactively communicating updates and resolving issues to support on-time delivery.

Coordinate with Inside Sales, Operations, mills, and logistics teams to expedite orders and meet customer production schedules.

Capture and maintain accurate material specifications, certification requirements, and compliance documentation for all orders.

Maintain accurate customer records, communications, and notes within the CRM or ERP system.

Assist customers with documentation requests including material certifications, mill test reports, and compliance paperwork.

Support Inside Sales and Outside Sales teams with administrative tasks and customer follow-up.

Communicate material availability, mill lead times, and shipment timelines clearly to customers.

Assist with resolving customer concerns, order discrepancies, or shipment issues in a timely and professional manner.

Support the Company's Quality System, including compliance with applicable NAVSEA, MIL-SPEC, ASTM, ASME, ABS, and other governing standards where applicable.

Qualifications

Education and Experience:

Minimum two (2) years of experience in Customer Service, Sales Support, Order Management, or a related role.

Experience in metals distribution, manufacturing, or industrial supply environments preferred.

Experience supporting customers in the naval, defense, shipbuilding, or marine industry is a plus.

Strong customer service orientation with excellent communication and problem-solving skills.

High level of organization and attention to detail with the ability to manage multiple tasks simultaneously.

Ability to work effectively with cross-functional teams including sales, operations, and logistics.

Proficiency in Microsoft Office applications including Excel, Word, and Outlook.

Experience with ERP and CRM systems preferred.