Customer Service Representative

The Customer Service Representative – Metal Division (Fremont) plays a critical role in supporting the metal estimating and production teams by processing orders, coordinating hardware sourcing, and managing customer communication. This position ensures awarded quotes are accurately converted into production-ready orders and helps reduce backlog within the Fremont metal department.

Responsibilities

Process metal orders from estimating into AS400, ensuring accuracy in hardware, materials, and specifications; Manage inbound and outbound customer communication via phone, email, and chat; Coordinate with metal estimators, production, and purchasing to confirm lead times, vendor sourcing, and material availability; Support purchasing with vendor management, min/max capacities, and hardware sourcing across multiple suppliers; Monitor orders from entry through fulfillment and delivery; Provide customers with order updates, delivery inquiries, and service support; Maintain accurate records within AS400 and PrefWeb systems; Escalate complex issues to supervisors or estimating leadership; Provide coverage across staggered shifts to ensure phones are answered during operational hours; Serve as key communication link between customers, metal estimators, production, purchasing, transportation, and internal support teams

Requirements

High school diploma or equivalent required; 2+ years of customer service experience in manufacturing, distribution, logistics, supply chain, or similar industry; Strong written and verbal communication skills; Experience managing customer interactions via phone and email; Strong organizational and multitasking abilities; Proficiency with Microsoft Office applications; Ability to work in a fast-paced operational environment; Availability for full coverage window of 6:30 AM - 5:00 PM

Nice to have

Associate or bachelor's degree preferred; Experience in order entry, vendor coordination, or purchasing support strongly preferred; AS400 or ERP experience preferred; Industry experience in metal, glass, hardware, or related building products is a significant plus

Benefits

Industry-competitive benefits at low cost to employees; Work-life balance with PTO, holidays, and floating holidays; Pay-for-performance culture with annual raise and bonus potential; Training and development to equip you for long-term success