Customer Service Representative

Description: Since 1982, Sigma Engineered Solutions has been on an incredible journey. We started with just one plant in India and have expanded to 13 locations around the world. What began as a cost-effective supplier of low-voltage electrical products has grown into a global solutions provider of highly engineered, complex metal components, including machined parts and precision metal stampings. At Sigma Engineered Solutions “your success is our mission.” It’s a promise we live by daily and it defines everything we do whether you are a team member or customer. The Customer Service Representatives serves as the primary point of contact for assigned customer accounts and is responsible for building strong customer relationships, ensuring effective communication, and supporting customer satisfaction through proactive account management. This position leads Quarterly Business Reviews (QBRs), monitors customer performance metrics, coordinates customer requirements internally, and acts as the voice of the customer throughout the organization. The Customer Service Representative works closely with Sales, Production, Planning, Engineering, Quality, Procurement, and Shipping to ensure customer requirements are met while supporting operational and financial objectives. The ideal candidate combines strong customer relationship skills with the ability to analyze data, coordinate cross-functional activities, and drive continuous improvement in customer satisfaction and service performance. Customer Relationship Management Serve as the primary contact for assigned customer accounts. Develop and maintain strong customer relationships through regular communication. Build customer confidence by providing timely, accurate, and professional support. Act as the voice of the customer and communicate customer requirements throughout the organization. Maintain a thorough understanding of customer expectations, priorities, and business needs. Support customer retention through exceptional service and responsiveness. Coordinate customer visits, audits, and meetings as required. Quarterly Business Reviews (QBRs) & Customer Performance Management Lead Quarterly Business Reviews (QBRs) with assigned customers. Prepare and present customer performance metrics, including: On-time delivery Quality performance Customer complaints Inventory performance Forecast accuracy Open corrective actions Develop action plans to address customer concerns and improve performance. Monitor customer scorecards and performance expectations. Identify trends and opportunities for service, quality, and delivery improvements. Coordinate follow-up activities resulting from customer business reviews. Customer Account Management Manage customer accounts from order receipt through shipment. Review customer demand, forecasts, releases, and order requirements. Coordinate order changes, expedite requests, and delivery commitments. Ensure customer requirements are communicated effectively to internal teams. Maintain customer account records and documentation within ERP systems. Monitor account performance and identify risks that could impact customer satisfaction. Support new product launches and customer implementation activities. Production & Supply Chain Coordination Collaborate with Production Planning to monitor schedules and customer delivery requirements. Work with Procurement, Manufacturing, and Logistics to support customer commitments. Proactively communicate potential delays, supply constraints, or capacity concerns. Help balance customer demand with manufacturing capabilities. Participate in planning discussions regarding customer priorities and requirements. Customer Issue Resolution Investigate and resolve customer concerns related to: Orders Deliveries Inventory Quality Service Coordinate corrective actions with Quality, Manufacturing, Engineering, Planning, and Supply Chain teams. Ensure timely communication and follow-up with customers. Track recurrin…

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