Customer Service

Job Description:

Customer Service Representative


Location: Danbury, CT
Hours/Working Model: Full time, Hybrid, 8am–4pm flex
Compensation: $65–70K + bonus eligible


About the Role


The Customer Service Representative maintains quality relationships, services the needs of customers

and troubleshoots order progress and any issues that may arise in the plant while maximizing sales

potential. The Customer Account Representative will function as a liaison between internal teams and the customer to facilitate information gathering and coordinating cross functional meetings to resolve anyemerging problems that our customer accounts may face with accuracy and efficiency.



Responsibilities


Manage incoming customer inquiries, orders, and order changes; enter and update orders in the ERP system

Communicate customer needs clearly across production, planning, procurement, and engineering teams

Troubleshoot order delays, production issues, or supply chain challenges

Collaborate with account teams, including Applications Engineers and Key Account Executives, to support customer satisfaction and sales goals

Provide timely order confirmations and follow-up communication to customers

Drive issue resolution by partnering cross-functionally and occasionally visiting the production floor to gather information

Support general customer service tasks as assigned by the Customer Service Manager or leadership



Required Qualifications


3–5+ years of customer service experience in a manufacturing environment

Bachelor’s degree or equivalent preferred

ERP experience required (Epicor a plus!)

Strong communication skills (email, phone, and in-person)

Highly organized, strong attention to detail, and able to multitask in a fast-paced environment

Collaborative team player with strong accountability and a customer-first approach

Ability to work with and understand databases and ability to learn technical skills

Ability to work with general office equipent and operate media equipment such as tablets, smartphones and other electronic equipment



Preferred Qualifications


Manufacturing experience in medical devices

Experience with Office 365, SharePoint, Teams, Visio and OneNote

Exposure to Workday or UKG-UltiPro

Ability to learn technical product details and navigate data-heavy systems