Customer Service Representative

About Re:Build Manufacturing New Kensington

Re:Build Manufacturing New Kensington is part of the Re:Build family of companies, located in New Kensington, PA. Capabilities in a wide variety of industries and materials allow our unique value proposition to bring exciting and advanced programs back to American Manufacturing.

Re:Build Manufacturing is a growing family of industrial and engineering businesses combining enabling technologies, operational superiority, and strategic M&A to build Americas next generation industrial company. At Re:Build we deploy deep expertise in engineering, operations management, and technology to supercharge the performance of our member companies. We leverage deep professional expertise and a candid, principled operating culture to drive differentiated outcomes. Ours is a fast-paced environment where individuals can stretch and be challenged to pursue their fullest potential.

Re:Build was founded to pioneer a profitable model for the revitalization of US manufacturing. Weve assembled a powerful set of complimentary capabilities and lines of business that enable us to pursue a wide range of end markets. Our acquired businesses are grounded in build-to-print and by-the-hour engineering and design services, and were leveraging their combined expertise to migrate to increasingly sophisticated program development and production, as well as the generation of our own products. Our unique set of capabilities lend themselves to highly complex systems and products, and we offer customers a range of services including product and systems design, automation, fabrication, assembly, and large volume contract manufacturing. Our customers span a wide array of industries including aerospace, defense, mobility, healthcare, pharma, biotech, clean tech, chemicals, energy, lifestyle, food production, and industrial equipment.

Who we are looking for

We are looking for a Customer Service Representative who works closely with Sales, Planning, Purchasing, Production, Quality, and Shipping to ensure customer expectations are met while maintaining accurate transactional and customer account information within company systems. This role is the voice of the customer, monitors order status, and provides status updates to the customer as needed

What you get to do

• The Customer Service Representative serves as the primary point of contact between customers and the company for order processing, delivery communication, and issue resolution. This role is responsible for ensuring customer orders are accurately entered, maintained, and communicated throughout the fulfillment process - ERP (Infor Syteline) - while providing a high level of customer support.

1. Essential Duties and Responsibilities (day-to-day)

Customer Order Management

• Receive and process customer purchase orders. Promptly respond to E-commerce emails
• Review orders for completeness, pricing, lead times, and contractual requirements.
• Enter and maintain customer orders within the ERP system, Syteline, in order to create Job Orders and manufacture to meet or exceed the customers expectations.
• Verify part numbers, quantities, requested ship dates, and shipping instructions.
• Process order revisions, cancellations, and customer change requests.
• Ensure order acknowledgements are issued in accordance with company procedures.

Customer Communication

• Serve as the primary contact for assigned customer accounts.
• Respond to customer inquiries regarding order status, pricing, product availability, and delivery schedules.
• Notify the customer of the order acknowledgement and projected delivery date.
• Provide timely updates regarding delays, shortages, and schedule changes.
• Maintain professional communication through phone, email, and other customer communication channels.
• Foster positive customer relationships through responsive and proactive service.

Order Fulfillment Coordination

• Coordinate with Planning, Production, Purchasing, Shipping, and Quality departments to support customer requirements.
• Monitor open orders and proactively identify potential delivery risks.
• Escalate schedule conflicts and material shortages affecting customer commitments.
• Support expedited orders and customer priority requests.
• Ensure customer requirements are communicated effectively throughout the organization.

Customer Issue Resolution

• Review customer information and work with Accounting or the Program Manager to ensure the customer is in good standing.
• Manage customer complaints and service requests.
• Coordinate corrective actions related to shipping errors, shortages, documentation discrepancies, and service concerns.
• Support Return Material Authorization (RMA) processes.
• Ensure customer concerns are documented, tracked, and resolved in a timely manner.
• Communicate resolution status and follow-up actions to customers.

Documentation and Data Management

• Maintain accurate customer records within ERP and CRM systems.
• Process customer-specific documentation requirements.
• Support contract review and order acknowledgement activities.
• Maintain electronic and physical records as required.
• Ensure all order-related documentation is complete, accurate, and properly filed.
• Other responsibilities as assigned.

What you bring to the Team

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• Highschool diploma or equivalent required
• A two-year college degree or completion of a specialized certification or licensing preferred
• A minimum of 2 years of ERP/MRP and/or customer service or inside sales work.

Infor CloudSuite/Syteline experience preferred

The BIG payoff

We are a company who is going to make a difference in the industries and the communities in which we choose to operate.

Every employee of Re:Build will share ownership in the company and will share in the financial rewards of the success we achieve together, at all levels of the company!

We want to work with people that reflect the communities in which we operate

Re:Build Manufacturing is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason.

Re:Build is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations.ta@ReBuildmanufacturing.com or you may call us at 617.909.6275.