Customer Service Representative

Job Description: Job Type: Full-time

Pay Range: $42,000.00 - $50,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Dental Insurance
• Vision Insurance
• 401k Match

Work Location: In person

ROLE PURPOSE/POSITION SUMMARY

The Customer Service Representative serves as the primary liaison between MSI Express and its customers, ensuring accurate order processing, proactive communication, and exceptional service. This role coordinates with Production, Inventory, Shipping, Accounting and Sales teams to manage customer orders, resolve issues, and ensure on-time delivery while building strong customer relationships.

KEY ACCOUNTABILITIES/PRIMARY DUTIES & RESPONSIBILITIES

Customer Order Management

• Process and manage customer orders, validating pricing, quantities, and delivery dates.
• Monitor open orders and communicate order status, shortages, or delays.
• Maintain accurate order information and customer records within company systems.

Customer Support & Communication

• Serve as the primary point of contact for customer inquiries.
• Provide timely updates regarding orders, shipments, and product availability.
• Build and maintain positive customer relationships through professional communication and reliable follow-through.
• Other related duties as assigned.

Cross-Functional Coordination

• Partner with Production, Inventory, Shipping, Accounting, and Sales teams to meet customer requirements.
• Communicate customer priorities and changes to internal stakeholders.
• Support resolution of issues impacting customer orders and delivery commitments.

Problem Resolution

• Investigate and resolve order discrepancies, billing issues, returns, and customer complaints.
• Escalate issues when necessary and ensure timely resolution.
• Document customer concerns and corrective actions.

EDI & Systems Support

• Support EDI (Electronic Data Interchange) order processing and troubleshoot transaction errors.
• Ensure accurate data entry and system integrity across order management platforms.
• Assist with customer onboarding and system-related inquiries as needed.

QUALIFICATIONS/ CAPABILITY PROFILE

Minimum Education

• High school diploma or GED required.
• Associate's degree preferred.

Minimum Experience

• 2+ years of customer service, order management, account support, or related experience.
• Manufacturing, food industry, or supply chain experience preferred.
• Experience with ERP and EDI systems preferred.

Minimum Knowledge, Skills & Abilities

• Strong customer service and relationship management skills.
• Excellent verbal and written communication skills.
• Strong organizational and problem-solving abilities.
• High attention to detail and accuracy.
• Proficient with Microsoft Office and business systems.
• Ability to effectively manage multiple priorities in a fast-paced environment.

Working Conditions/Physical Requirements

• Onsite position based in a professional office environment.
• Frequent use of computers, phones, and other office equipment.
• Regular interaction with customers, suppliers, and internal teams via phone, email, and in person.
• Occasional visits to manufacturing and warehouse areas, requiring adherence to all safety and GMP requirements.
• Requires prolonged periods of sitting, repetitive keyboard use, and ability to move throughout the facility as needed.
• Occasionally lift or carry up to 15 pounds.

MSI Express is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.