Customer Service Rep

LOCATION: Watertown, NY / New York (US-NY), United States | BRAND: New York Air Brake | REQUISITION ID: 11934 | JOB GRADE: 10 | ON-SITE/REMOTE: On-site Since 1890, New York Air Brake has been an innovative leader in the heavy-haul railroad industry. As a member company of Knorr-Bremse –the world’s leading manufacturer of braking systems for rail and commercial vehicles-New York Air Brake is recognized worldwide as a Center of Competence for heavy-haul freight railroad control systems. From multiple locations, we serve customers across the United States, Canada, and Mexico—reaching clear across the globe to South America, Africa, the Middle East, China, and Australia. Our talented, diverse, and dedicated teams develop innovative solutions to the challenges facing our customers. Join us in our next steps. JOB DESCRIPTION: The Customer Service Rep role is ideal for an organized, customer-focused professional who thrives in a fast-paced environment, enjoys building relationships, and can successfully manage multiple priorities while maintaining strong attention to detail. Responsibilities: Serve as the primary point of contact for assigned customer accounts. Enter, maintain, and manage customer sales orders within SAP. Review customer purchase orders and identify discrepancies between customer requirements and contractual agreements. Work directly with customers to resolve order, pricing, shipment, and invoicing issues. Provide customers with order status updates, shipment tracking information, product availability details, and lead time communication. Coordinate with Operations, Supply Chain, Quality, Finance, and Sales teams to ensure customer requirements are met. Support on-time delivery performance and customer service KPI objectives. Maintain customer records and master data within SAP. Manage customer web portals and ordering systems as required. Analyze customer ordering trends, lead times, delivery performance, and account metrics. Develop reports and documentation for management, sales teams, and customers. Assist with customer pricing activities, quotations, annual contracts, and contract reviews. Participate in continuous improvement initiatives within the Customer Service team. Build strong relationships with both internal stakeholders and external customers to facilitate timely issue resolution. Qualifications: Strong customer service and communication skills. Ability to manage multiple priorities and competing deadlines. Excellent attention to detail and organizational skills. Analytical mindset with strong problem-solving abilities. Team-oriented approach and willingness to collaborate across departments. Experience working with ERP systems; SAP experience is preferred. Proficiency with Microsoft Office applications, particularly Excel. Experience in manufacturing, industrial, supply chain, order management, or customer support environments is preferred. Bachelor's degree preferred; equivalent experience may be considered in lieu of a degree. The anticipated salary range for candidates who will work in Watertown, NY is $48,600–$68,700 per year. The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry and education. New York Air Brake is a multi-state employer, and this pay scale may not reflect positions that work in other states or locations. Provided they meet all eligibility requirements under the applicable plan documents, employees (and their eligible dependents) will be eligible to enroll in group healthcare plans that offer medical, dental, vision, and basic life and disability insurance. Employees also will be able to enroll in our company’s 401k plan. Employees will also receive 120 hours of vacation leave and 40 hours of Personal Paid Absence every year. Employees will also enjoy 12 paid holidays, and 1 float…

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