Customer Service
Job Description:
Customer Service Representative
Location: Danbury, CT
Hours/Working Model: Full-time, Hybrid, 8 am–4 pm flex
Compensation: $65–70K + bonus eligible
About the Role
The Customer Service Representative maintains quality relationships, serves customer needs, and troubleshoots order progress and issues that may arise in the plant, while maximizing sales potential. The Customer Account Representative will serve as a liaison between internal teams and the customer, facilitating information gathering and coordinating cross-functional meetings to resolve any emerging problems our customer accounts may face with accuracy and efficiency.
Responsibilities include:
• Managing incoming customer inquiries, orders, and order changes; entering and updating orders in the ERP system
• Communicating 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
Requirements:
- 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 the ability to learn technical skills
- Ability to work with general office equipment 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
