Customer Service Representative

Customer Service Representative

Position Summary

Peterson Spring is seeking a motivated and customer-focused Customer Service Representative to join our team. This position will serve as a key point of contact between Peterson Spring and our customers, ensuring orders, customer requests, quotes, and issues are handled accurately and efficiently.

The ideal candidate is organized, responsive, detail-oriented, and comfortable working with customers as well as internal teams. This role will work closely with Sales, Engineering, Quality, Production, and Shipping to ensure customers receive timely communication and a high level of service.

Key Responsibilities

• Serve as a primary point of contact for assigned customers and customer inquiries.
• Respond to customer requests, questions, and concerns in a timely and professional manner.
• Enter, manage, and maintain customer orders in the ERP system.
• Monitor order status and communicate updates, delays, or changes to customers.
• Coordinate with Production, Planning, Quality, Engineering, and Shipping to resolve customer needs.
• Support the Sales team with customer communication, quote follow-up, and administrative activities.
• Assist with RFQs by gathering necessary information and coordinating with Sales, Engineering, and other internal departments.
• Track quotes and customer opportunities and ensure appropriate follow-up.
• Maintain accurate customer records, pricing, order information, and correspondence.
• Help resolve customer complaints and issues while maintaining a customer-first approach.
• Communicate changes to customer requirements, forecasts, schedules, and priorities to the appropriate internal teams.
• Assist with new customer setup and onboarding.
• Support PPAP, documentation, quality, and other customer requirements as needed.
• Identify customer needs and potential opportunities and communicate them to the Sales team.
• Follow up on open issues and ensure commitments to customers are completed.
• Maintain strong relationships with customers through consistent communication and follow-through.
• Perform other duties and responsibilities as assigned.

Qualifications

• High school diploma or equivalent required; associate degree or additional education preferred.
• 2+ years of customer service, inside sales, order management, or related experience, preferably in a manufacturing environment.
• Experience working with an ERP system preferred.
• Strong written and verbal communication skills.
• Strong organizational and time-management skills.
• Ability to manage multiple customers and priorities simultaneously.
• Strong attention to detail and accuracy.
• Ability to work effectively with cross-functional teams.
• Proficient in Microsoft Office, particularly Outlook and Excel.
• Ability to professionally communicate with customers at all levels.
• Manufacturing or automotive experience is preferred.

Ideal Candidate

The ideal candidate is someone who:

• Takes ownership and follows issues through to completion.
• Is highly responsive to customers and internal teams.
• Has a customer-first mindset.
• Communicates clearly and professionally.
• Can prioritize multiple requests in a fast-paced environment.
• Is proactive rather than waiting for problems to escalate.
• Builds strong relationships with customers and internal departments.
• Understands that excellent customer service is critical to retaining and growing business.
• Is comfortable working closely with Sales and identifying opportunities to support additional business.

Key Performance Expectations

Success in this position will be measured by:

• Timely response to customer requests.
• Order accuracy and on-time follow-up.
• Customer satisfaction and communication.
• Resolution of customer issues.
• Effective coordination with internal departments.
• Accurate maintenance of customer and order information.
• Support of Sales and business-development activities.
• Consistent follow-through on customer commitments.