Customer Service Representative – Wiring

Location: Shelton, CT
Employment Type: Contract-to-Hire
Work Arrangement: Hybrid
Schedule: Monday – Friday, 8:00 AM – 4:30 PM
Remote Days: Monday and Friday
Onsite Days: Tuesday, Wednesday, and Thursday

Position Overview

We are seeking a detail-oriented and customer-focused Customer Service Representative to support customers and field sales offices with quotations, order processing, product inquiries, and order-related questions.

This position serves as a key point of contact between customers, sales representatives, Regional Sales Managers, and internal manufacturing teams. The Customer Service Representative will be responsible for processing orders, coordinating shipments, expediting customer requests, and resolving order discrepancies to ensure timely delivery and customer satisfaction.

The ideal candidate will have experience in a manufacturing customer service or call center environment, strong communication skills, and knowledge of SAP order management processes.

Key Responsibilities

Customer Service & Sales Support

• Respond to inbound phone calls and email inquiries from customers and field sales offices.

• Provide accurate information regarding product pricing, quotations, stock availability, lead times, and order status.

• Serve as a primary point of contact for customers, sales representatives, and Regional Sales Managers.

• Remain available through the call center phone system to assist customers and sales teams throughout the day.

• Address customer complaints, questions, and order-related concerns professionally and efficiently.

• Support sales representatives and Regional Sales Managers with order updates and same-day shipment requests.

Order Processing & Management

• Enter, process, and maintain customer orders accurately using SAP.

• Review customer orders for completeness and request additional information or clarification when necessary.

• Determine product stock locations and coordinate order processing for delivery.

• Manage order processing, resolution, and expediting activities.

• Communicate special order requirements, including rush orders, expedited shipments, and specific shipping instructions.

• Ensure customer orders are processed accurately and within required timelines.

Shipping, Scheduling & Order Resolution

• Coordinate with production teams to schedule orders according to customer-requested shipment dates.

• Work closely with sales representatives to resolve product shortages, incorrect shipments, and order discrepancies.

• Arrange for correct products to be shipped and coordinate returns of incorrect products for credit.

• Monitor order status and expedite shipments when necessary.

• Assist with resolving issues related to shipping, scheduling, invoicing, and order fulfillment.

Cross-Functional Collaboration

• Partner with manufacturing, production, brand management, and sales teams to resolve customer requests and concerns.

• Communicate product availability, order changes, and shipment updates to customers and internal stakeholders.

• Identify and escalate order-related issues to ensure timely resolution.

• Maintain effective working relationships across departments to support customer satisfaction and operational efficiency.

Required Qualifications

• High school diploma or equivalent.

• Previous customer service experience in a manufacturing environment or call center.

• Strong interpersonal, verbal, written, and telephone communication skills.

• Experience handling customer inquiries, processing orders, and resolving customer issues.

• Understanding of order management processes, including:

  • Order entry and processing

  • Production scheduling

  • Shipping and delivery coordination

  • Invoicing and order fulfillment

• Familiarity with SAP, including order processing, scheduling, shipping, and invoicing workflows.

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

• Strong organizational skills and attention to detail.

• Ability to manage multiple priorities and work efficiently in a fast-paced environment.

• Self-motivated, results-driven, and capable of working independently and collaboratively.

Preferred Qualifications

• Experience using Salesforce CRM.

• Previous experience supporting field sales representatives or Regional Sales Managers.

• Familiarity with manufacturing production schedules, inventory management, and order fulfillment.

• Experience handling expedited orders, product shortages, shipment discrepancies, and customer credits.