Customer Service Representative (Logistic)

Position Summary Bennett Heat Treating & Brazing Co., Inc. is seeking a dependable, organized, and detail-oriented Customer Service Representative to serve as a primary point of contact for customers and support daily order, shipping, warehouse, and billing processes. The position's main responsibility is answering incoming customer calls, with typical volume ranging from approximately 20 to 50 calls per day. Most inquiries concern order status. The Customer Service Representative must collect the correct information, research the order in the Visual Shop ERP system, coordinate with the warehouse when necessary, and communicate a verified update to the customer. The employee will also prepare daily UPS labels, schedule common-carrier pickups, generate shipping tickets and certifications, attach purchase orders, and verify that completed orders contain the documentation needed for shipping and billing. This position operates in a highly manual and process-driven industrial environment. The ideal candidate is comfortable working with traditional procedures, paper documentation, computer systems, frequent customer communication, and cross-functional coordination. Key Responsibilities Incoming Customer Calls Answer approximately 20 to 50 incoming calls per day. Greet customers professionally and identify the reason for each call. Collect the customer name, company, purchase-order number, order number, material information, and other relevant details. Clarify questions before researching the request. Handle most calls involving order-status inquiries. Communicate information clearly, professionally, and accurately. Avoid providing estimated dates or commitments before verifying information. Document important questions, customer requests, changes, and follow-up needs. Escalate technical, quality, pricing, or unusual service concerns to the appropriate team member. Maintain a patient and service-oriented communication style. Email Communication Respond to customer email inquiries promptly. Provide clear and professional written updates. Request missing order or shipping information when needed. Communicate changes in order status, delivery, pickup, or shipping. Maintain organized email records. Follow up until the customer's question is resolved. Escalate complex or sensitive matters appropriately. Order-Status Research Research order status using the Visual Shop ERP system. Review system information before contacting the warehouse. Determine whether an order has been received, entered, processed, completed, documented, prepared for pickup, or shipped. Coordinate with warehouse personnel when the ERP does not contain sufficient information. Verify order status before communicating with the customer. Identify missing documentation or information that may be delaying the order. Maintain ownership of the inquiry until a confirmed response is provided. Learn company-specific Visual Shop workflows through training. Customer Order Updates Provide regular customer updates regarding order progress. Follow up regarding questions, requested changes, completion, pickup, or shipping. Notify customers when additional information is needed. Communicate revised expectations when confirmed by Operations or the warehouse. Track open customer requests and promised follow-ups. Maintain consistent communication even when an immediate resolution is not available. Help build customer confidence through timely, accurate updates. Shipping Tickets and Certifications Generate shipping tickets for completed warehouse orders. Prepare required order certifications. Attach the correct customer purchase order. Verify that documentation matches the correct order and customer. Ensure all necessary documents are available for billing. Identify missing or inconsistent documents before releasing an order. Organize documents for customer pickup, carrier shipment, and invoice processing. Maintain accurate electronic and paper records. UPS Shipping Labels Prepare UPS shi…

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