POSITION SUMMARY
The Customer Service Representative owns the day-to-day coordination of orders from purchase order through delivery. This role is the customer's consistent point of contact after the sale - keeping projects on track, communicating proactively about status and timelines, and ensuring the customer hears about any change from Air Wise as they happen. The Customer Service Representative will also be assisting the marketing and events team with administrative tasks and design work.
KEY RESPONSIBILITIES
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- Own coordination of active orders from PO through production and delivery, keeping each on track against commitments.
- Serve as the day-to-day point of contact for customers after the sale - responding promptly and keeping them informed.
- Proactively communicate order status, lead times, and any changes to delivery dates before they become a problem for the customer.
- Maintain complete and accurate order information in the CRM through the full order-to-delivery cycle.
- Have an understanding of business administration and work daily in the Microsoft Suite
- Understanding of marketing principals, design and social media
- Support the Sales and Estimating Team by handling the coordination and communication detail, freeing them to focus on relationships and growth.
- Coordinate closely with Estimating, Engineering, and the plant to relay accurate status and surface issues early.
- Help ensure a smooth transition into warranty and post-delivery support.
KEY PERFORMANCE INDICATORS
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- Response time: speed and consistency of replies to customer inquiries and updates.
- Proactive-notice rate: delivery-date changes communicated to the customer before the committed date, not after.
- Order accuracy: orders coordinated to delivery with complete information and no avoidable errors.
- Customer satisfaction / health: positive account health and feedback on the post-sale experience.
- CRM accuracy: order records kept complete and current through delivery.
QUALIFICATIONS & EXPERIENCE
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- 2+ years in customer service, order management, project coordination, or account support, ideally in manufacturing, construction, or a technical field.
- Strong CRM and organizational skills with a high standard for accuracy.
- Excellent written and verbal communication; comfortable being the customer-facing voice.
- Experience with Marketing principals, design and social media
- Able to juggle many active orders and priorities without losing track.
- Calm, solutions-focused approach to problems and changes.
COMPETENCIES & ATTRIBUTES
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- Proactive communicator who gets ahead of problems.
- Organized and reliable across many moving parts.
- Collaborative connector across internal teams.
