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 America’s 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. We’ve 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 we’re 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 jo